Alison Lambert - Introduction to the customer journey, understanding key touch points
|
|
|
|
|
|
|
Susie Samuel - The Digital touch point and the role of digital engagement. Introducing web chat.
|
|
|
|
|
|
|
Alison Lambert - Delivering #FirstCallResolution - top tips to making the phone count
|
|
|
|
|
|
|
Alison Lambert - Delivering #FirstCallResolution - defining a good consult
|
|
|
|
|
|
|
Susie Samuel - The Vital Role of word of mouth - reputation management and Net Promoter Scores
|
|
|
|
|
|
|
Alison Lambert and Susie Samuel - Practical action planning for each Customer Journey quadrant
|
|
|
|
|
|
|