Deliver cross-channel journeys

Genesys are hosting an educational event on 30th April 2014, focusing on delivering a consistent experience across all channels.

The event is taking place at the Customer Experience Centre in Surrey, and marks the first in a new series of events hosted by Genesys.

The event features a live case study of ABN AMRO – a Dutch state-owned bank. Like many large companies, it initially took to social media for reputation management. The company was in the middle of a merger and wanted to monitor customer feedback on Twitter, forums and Facebook closely, to pre-empt any kind of backlash, so they got a monitoring platform and started listening.

Over the past three years it has developed a sophisticated social customer service set-up with a specialist team, embedded in the customer service department, which is responsible for daily monitoring, engagement and problem resolution for customers.

Richard McCrossan, Digital Channels at Genesys will also be making an appearance as a guest speaker.

The Agenda

10:30 – Arrival and coffee
11:00 – Increase customer loyalty with great CX
12:00 – Interactive demos
13:00 – Lunch
14:00 – Customer presentation
15:00 – Panel discussion: ‘Where do you take your company from here?’
16:00 – Close

Click here to register