August 17 - 19, 2020
Hyatt Regency Indian Wells, CA
Day One: Using Customer Insights to Streamline Experiences
Monday, August 17th, 2020
2:50 PM PANEL REMIX: Omnichannel Support: Meeting Your Customer In the Right Place and At the Right Time
• What are the different ways your customer can reach out to you for help?
• Do you have a sense of the ways that your customer prefers to interact with you? Are there segments of your customer base that prefer certain channels?
• Know that, what channels do you put more resources behind? Or do you treat them all equally?
• Are all of the channels manned by humans or some by robots? How did you establish this mix?
• What does the future of your support strategy look like?