I participated in June 2016 in Athens “Customer Contact Europe”. This annual conference was arranged by Frost&Sullivan Executive MindXchange www.frost.com/cce.
Subject of my presentation
The main thrust and focus
Rapid shifts in technology and social media are impacting today customer behavior and therefore the way businesses are to be run. The economic importance is shifting from product to customer relationship, which in turn has strong effect to service provider strategy, set-up and processes. It is inevitable to create in smart customer relations the skills and ability to follow rapid customer evolution – proactivity, increased knowledge standards, web solutions, communication in social media, enterprise transparency and speed
– Success factors of IoT, smart customer relations management
– Best practices as well as pitfalls of managing customer experience
– Example of how enhanced experience management has positive impact on enterprise financial results