Smart Connections and Connected Business Expo logo

18 & 19 MARCH 2020

ExCeL LONDON

Patrick Watson: Speaking at the Smart Communication + Connected Business Expo

Patrick Watson

Senior Analyst  -  Cavell Group

Why Customer Engagement can't be siloed in the Contact Centre

Exploring the fundamentals behind customer experience provision and looking to clarify why it''s becoming more important to organisations as a result of global competition and price consolidation. With this rising importance, enterprise demands are transforming and identifying some of the main trends behind those customer engagement transformations is key to formulating customer engagement strategy.

3 key delegate takeaways from session:

• Understand why customer engagement is taking the lead as a key differentiator in competitive markets

• Review the key trends which are transforming customer engagement provision

• Examine real world examples of businesses leveraging the power of next generation customer engagement

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