Navigating the New Era of Customer Engagement

The proliferation of smartphones and applications has given consumers more choices and flexibility in communicating with brands; this in turn has made them more demanding, highly informed and less tolerant of inadequacies in the experience they have with your business. Offering outstanding customer experiences doesn't have to be a challenge. But it does require a thoughtful and elegant approach. The new era of customer engagement requires a more robust solution that supercharges your customer IQ to help businesses build more profitable, lifelong relationships with their customers. This session will cover key trends impacting CX strategies and best practices for success. Discussion topics will include, but are not limited to: Creating personalized experiences to engage customers on a new level Leveraging self-service to deliver exceptional customer service Empowering your agents with an omni-channel solution to better engage and solve problems in real-time Insights on how Rogers Communication is adapting to changing customer needs