Recorded Webinar: How to Transform CX


Changing communication preferences are causing headaches, as the necessary digital enhancements require significant changes to people, processes and technologies.

Tasks – such as tracking customer history, moving conversations across channels and adding additional software – are proving problematic.

Enter our panellists. Experienced in leading digital transformation projects of all shapes and sizes, they will share their top tips for designing excellent digital experiences in this jam-packed webinar.


  • Introductions – Jonty Pearce, Call Centre Helper
  • Katie Stabler, CULTIVATE
 Katie Stabler slides from Transform CX webinar

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 Paul Pember slides from Transform CX webinar

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 Emily Gray slides from Transform CX webinar

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Topics Discussed

  • The keys to designing excellent digital experiences
  • Where can contact centres increase digital engagement?
  • Omnichannel opportunities to wow customers
  • How to spot frictions in digital journeys
  • Critical measures to track digital success
  • Top tips from the audience
  • Winning tip – “Create a customer listening path, decide what you want to know and plot these against your customer journey.
    What do you hear?
    Focus on these things, you will notice a reduction in complaints and contact volumes if you remove friction “
    thanks to Becky8

Original Webinar date: 3rd February 2022


Katie Stabler - Headshot
Katie Stabler
Paul Pember - Headshot
Paul Pember
Customer Service Specialist
Emily Gray - Headshot
Emily Gray
Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Author: Jonty Pearce

Published On: 28th Jan 2022 - Last modified: 25th Apr 2024
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