VP, Head of Digital Transformation & Business Development
Day Two: Wednesday, March 13th, 2019
Wednesday, March 13th, 2019
Digital technologies are affecting the way that BPOs are conducting business with their clients. The focus on providing omni-channel experiences, leveraging efficiencies that are being seen by implementing intelligent automation - like using chatbots,, and creating customized experiences are not going anywhere. So, how are outsourcing trends affecting SS & GBS? This panel will explore the trends that are impacting service centers, the most current strategic imperatives for outsourcing, case studies of successful digital transformation with the assistance of BPOs, and where and what are the opportunities for growth in 2019.
Are your services meeting or surpassing a customer's expectations? How do you know? Understanding and meeting the needs of customers is key to moving beyond the basics of service and expanding services - whether they are growth or investment related.
In this session, participants will:
- Examine case studies of organizations that are using in-app, postservice or email surveys
- Evaluate how you can use Net Promoter Scores to evaluate satisfaction
- Identify additional strategies for proactively interacting with your customers, humanizing your brand and showing you value a customer centric approach