Customer Experience in Low-Touch Economy
Covid-19 pandemic has accelerated digital transformation across sectors especially in customer experience. In fact, in KPMG’s 2020 CEO outlook survey Covid-19 special edition, 70% of CEOs mentioned that the pandemic has accelerated their digital progress resulting in a more seamless customer experience.
With experience expected to overtake both price and product as the key brand differentiator (Walker study) and 67% of users having higher expectations than ever before (Forrester report), organisations are resorting to advanced technologies such as VoC, AI and omnichannel, to improve their customer experience both digitally and at contact centres and gain a competitive advantage.
In light of this, Customer Experience in Low-Touch Economy DigiConference – 07th April 2021 is hosted to bring together local, regional and international customer experience experts to analyze the ever-changing user experience, trends and challenges faced by different sectors and explore cutting edge CX technologies that can help in achieving customer experience excellence.