Webinar Replay: POWERFUL New Approaches to Improving Customer Journeys

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Do you want to make things easy for your customers? Do you want to meet their growing expectations? Do you want to make them feel good? Of course you do!

In this webinar, we tell you how you can do just that through personalising your customer service and the wider customer journey to boost future sales and customer loyalty.


  • Introductions - Rachael Trickey, Call Centre Helper
  • Morris Pentel, Customer Experience Foundation
Moris Pentel webinar slides on improving customer journeys Click here to view the slides
  • Lisa Hotchkiss, NICE inContact
Lisa Hodgkiss webinar slides on powerful new approaches to improving customer journeys Click here to view the slides
Morris Pentel - headshot
Morris Pentel
Customer Experience Foundation
Lisa Hotchkiss - headshot
Lisa Hotchkiss
NICE inContact
Rachael Trickey - headshot
Rachael Trickey
Call Centre Helper
Topics to be discussed
  • How to train staff to deliver personalised customer service
  • The keys to identifying what individual customers want
  • The secrets to presenting the right options to the right customer
  • Ideas for adding personalisation across the entire customer journey
  • Top Tips from the Audience
  • Winning tip – "We brought in some of our customers and non-customers (whoever we could get to participate in the community) so we could watch them use our product. All employees were required to participate, and it was a really cool experience. This really gave everyone a chance to see customer pain points, etc." thanks to Laura51
Original Webinar date: 17th October 2019

Speaker Biographies

Morris Pentel | Customer Experience Foundation

Morris is an internationally respected leader in the design and delivery of all aspects of Customer Experience from technology to behaviour for global organisations advising C-Suite clients on the journey from “As is” to “Future State” while effectively managing down risk and optimizing successful Outcomes.

Connect with Morris on Social Media: Linkedin | Twitter

Lisa Hotchkiss | NICE inContact

NICE inContact’s solution empowers organisations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations.

Connect with Lisa on Social Media: Linkedin | Twitter