NGCX 2020

August 17 - 19, 2020

Hyatt Regency Indian Wells, CA

Eric Carlsen, Director of Customer Experience at Spanx

Eric Carlsen


Director of Customer Experience
Spanx

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

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? 

•Q&A