Anila FredericksHead of Service Operations
9:10 AM Devising an End-to-End Customer Excellent Acceleration Program to Drive Customer-Centricity in Your Organisation
· Integrating and synthesising different team dynamics, customer service and experience cultures
· Customer journey mapping: How can you ensure great experience from sales through to operations?
· Leveraging data analytics in incidence management: Getting to the root cause and identify opportunities to enhance service management capability
· Customer satisfaction benchmarking and revisiting customer experience strategies post-results