Enterprise Mobility, Video & Flexible Working Theatre

Tue 19th Apr 14:40 to 15:10

It’s the Age of the Customer - are you ready to meet their demands?

By 2020, less than 10% of companies will be able to differentiate their products from the competition. This is a fascinating notion where the majority of companies will compete and position purely on the basis of customer experience. So are you ready for the customer engagement age?

Customer engagement can range from zero-touch self-services to high touch customer conversations. Customers have seemingly unlimited ways of interacting with companies, whether it be voice, email, chat, video or social media. With customers in the driver’s seat they want to engage using the channel of their choice, and have those interactions woven together for a contextual, integrated, 360 degree service. An omni-channel approach means more relevant engagement for improved satisfaction and retention, and better business decisions.

Unify’s Kathryn Penn will share the key to using collaboration and new ways of working to improve customer service and make it a business wide mandate.

What you will take away from this session

  • Discover the key to improving customer engagement in today’s omni channel world
  • Hear how a 360 degree view of your customer delivers a single customer truth for relevant interactions, trust and loyalty


Photo Speaker Name Profile
Kathryn Penn Kathryn Penn View Profile