The events of 2020 gave a strong impetus to the development of the e-commerce industry.
The shock from the shocks of 2020 will pass and what seemed unthinkable will become everyday. During this time, many companies have gained invaluable experience in tactical anti-crisis actions – those who were able to quickly navigate and support customers in the current circumstances won their loyalty for a long time.
Today, many strive to work directly with the client, and their services are selling well, because it is much more pleasant and more comfortable for clients to work with them. The service itself has proven to be a great way to improve business performance. Many companies spend all their time on the product itself, trying to make it 100% meet the expectations of the target audience. But it may be more important for customers to ensure that the entire purchasing process of this product meets their expectations. Customer service is coming to the fore, and you need to take seriously how to take customer experience to the next level and thereby gain a long-term competitive advantage.
The development of omnichannel communication, the transfer of services online, the collection and analysis of customer data, the formation of personalized approaches, the reduction of “toxic” employees, the optimization of some offline points and the rethinking of the concept of the remaining ones – all this and much more will be discussed within the framework of the Conference.
IN THE BUSINESS PROGRAM:
- CS Priorities with Limited Resources
- Metrics and their performance for various industries
- Service digitalization
- Collecting and analyzing customer data
- Cognitive assistants and chatbots
- Working with online reputation
- New solutions to optimize customer service
- Creation of a single online space for customers and a seamless customer journey
- Fidgital – integrated communications at the intersection of digital and physical
- How to involve users in creating a product?
- Self-service. How to teach clients to be self-reliant?
- Employee training: from scripts to emotional intelligence training
WHO NEEDS TO VISIT THE FORUM?
- Client Service Directors
- Heads of Customer Experience Departments
- Customer Relationship Managers
- Heads of service quality control departments
- Marketing Director
- UX designers
- Client Service and Client Experience professionals
- Product and service providers