Establishing CX that is Intelligent and delivers Personalization-at-Scale
Presented by Ted Fortezzo, Director, Digital Engagement Solutions
Monday, October 10th at 2:45 PM-3:30 PM
Most C-Suite directives today involve the delivery of relationship-deepening, value-creating experiences to customers. Why?
Think about it, your current expectations as a customer are shaped by the great experiences you’ve had. Think about experiences with Tesla, Netflix, Amazon, Buy Online Pickup in Store, etc. You want and expect the brands you work with to know you, deal with you personally, and treat you respectfully. When you share who you are with a company, you expect a value exchange.
Kent Lemon, SVP of Contact Center Customer Engagement at US Bank, joins Ted Fortezzo, CSG’s Director of Digital Engagement Solutions, to discuss how US Bank is working to provide differentiating experiences to its customers.
Understand:
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Extraordinary experiences require not only leading fintech, but also trust, familiarity, and convenience for customers
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US Bank operationalized CX by synthesizing disparate management systems, data, partnerships, products, and touch points to build one comprehensive engagement strategy
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Where your company falls on the CX Maturity Model and how to quickly improve your customer experience
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How to deliver desired experience, realize the use cases’ outcome, and achieve the expected ROI
