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September 15, 2022 @ 1:00 pm - 2:00 pm

To meet the ever-increasing expectations and demands of customers for seamless and personalised experiences, the contact centre needs to facilitate a connected journey across all channels a customer may choose to use.
Have you heard customers complaining of:
  • Why do I have to remember my booking or confirmation number?
  • Why don’t you already know what the last person I spoke to told me?
  • Why can I do some transactions online, but not others?
  • Why do I have to tell you the same information again that I just entered into the IVR?
Customers become frustrated when there isn’t a seamless handoff from one channel to the next or when they feel like they are being forced to change channels. A disconnected journey leaves the customer with a fractured and frustrating experience.
A customer journey is the set of experiences that a customer goes through from the moment they start interacting with your brand. How seamless those experiences are, depends on how well you can identify and respond to customers at any given stage of their journey.
Join our panel of industry leaders as we discuss:
  • What is a connected journey?
  • The barriers organisations face in creating a connected journey for their customers.
  • How to overcome those barriers to provide seamless customer experiences at scale.
  • The bottom-line benefits of creating a connected customer journey.
Prior to the webinar, please download the Special Industry ReportCustomers do not think in terms of channels – They expect a connected customer journey.


September 15, 2022
1:00 pm - 2:00 pm
Event Category: