Panel discussion: Bridging the gap between promise and reality

Time: 10:15am - 10:45pm
On: Conference Day One - 31/01/2018

• Matching greater customer choice, knowledge, information and power to your CX and CS strategies
• Your brand promise is determined by the customer’s experience and nothing else
• Redefining your organisational structure to put the customer first
• Who is really responsible for driving end-to-end customer experience in the organisation
• Dealing with the delivery gap in the digital world – handling high transparency and rapid information sharing
• Turning customer experience into dollars