CX Round Table
Tracks
Customer Experience Room: Matiu
| Tuesday, November 14, 2023 |
| 3:35 PM - 4:35 PM |
| Breakout Room Matiu |
Overview
Hybrid horizons: navigating the future of work together
Employee expectations
Technology possibilities
Customer needs and expectations
Changing employment practices
Employee expectations
Technology possibilities
Customer needs and expectations
Changing employment practices
Details
• What are the challenges you face with having staff working from home? What have you put in place to help overcome these?
• What are the technology trends that you think we will see in the next 2-3 years that we need to plan for? Or perhaps you are already seeing your own organisation prioritise? (e.g. scalable cloud solutions; performance visibility; real time knowledge sharing; Chat GPT; live chat; bot assisted trouble shooting; self service first).
• Voice analytics is one of those evolutions. How do you see data analytics changing in your organisation and it is a good thing?
• Do customers have higher expectations these days? What are they? And what does this mean for your service delivery? Have you had to evolve your service to meet that?
• Are your staff expected to know more or do more to resolve enquiries at first point of contact?
• Have you made changes to the way you recruit or retain staff to ensure you can fill your positions more easily or maintain a reasonable turnover
• What are the technology trends that you think we will see in the next 2-3 years that we need to plan for? Or perhaps you are already seeing your own organisation prioritise? (e.g. scalable cloud solutions; performance visibility; real time knowledge sharing; Chat GPT; live chat; bot assisted trouble shooting; self service first).
• Voice analytics is one of those evolutions. How do you see data analytics changing in your organisation and it is a good thing?
• Do customers have higher expectations these days? What are they? And what does this mean for your service delivery? Have you had to evolve your service to meet that?
• Are your staff expected to know more or do more to resolve enquiries at first point of contact?
• Have you made changes to the way you recruit or retain staff to ensure you can fill your positions more easily or maintain a reasonable turnover
