Start planning your customer experience strategy!
Our healthcare insurance clients are seeing tremendous benefits from our multichannel customer experience solution. Their pain points are mirrored across many sectors; retail, travel, finance and banking. In this presentation, Richard Cooper, Head of eBusiness discusses how AXA PPP healthcare has transformed its customer experience approach and boosted its bottom line.
How has AXA PPP healthcare benefitted?
- A consistent customer experience across all channels
- Turned contact centres into profit centres
- Analysed and quantified real customer benefits
- Identified and eradicated problem areas, to give customers what they want
You'll also hear from Gareth Ham, Social Media Monitoring industry expert from Brandwatch, about best practice for social media monitoring in a multichannel environment. In a world where social media has multiplied and amplified the customer voice, we can — and should — be harnessing this information to inform our social media policies: that way you can accurately and instantly give your customers what they want.
This presentation was given at The Ritz, Piccadilly, London, on Tuesday 23 October 2012: