Venue: Synergy, Durban South Africa
The problem we’re solving
Customer service is broken. The channels to contact a brand are inconsistent across different businesses. Too many businesses are focused on the cost to serve and not on building customer lifetime value. There is limited to no focus on first time resolution. Teams are being measured by volume and number of calls rather than issue resolution. Customers are churning, or worse, becoming active detractors on social media and face-to-face with friends, family, work colleagues and strangers!
Our event will deliver a view of what end-to-end customer centricity entails and the practical steps brands can take to deliver this.