NGCX 2020

March 23 - 25, 2020

Hyatt Regency Indian Wells, CA

Eric Carlsen, Director of Customer Experience at Spanx

Eric Carlsen

Director of Customer Experience

Check out the incredible speaker line-up to see who will be joining Eric.

Download The Latest Agenda

Day One: Using Customer Insights to Streamline Experiences

Tuesday, March 24th, 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?