The pandemic enforced a huge shift for
strategic agendas, business cultures and operational architectures, putting the
customer in the driver’s seat and CX at the center, world wide. Where do we go
from here, what did the Romanian customer care market learn in 2021-2022?
Time for an unconventional business dive!
The 17th Customer Care Conference
& Expo Edition is lining up the hottest CX topics and practical lessons
directly from the best in the field, on June 9-10th 2022, in
Bucharest. End goal? Marketing Insiders Group’s core objective is for
you to gear up and face market challenges head on, to keep your growth stable
in unstable times. Change and crisis management are here to stay.
Gen Z holding the largest share of purchasing power, it’s likely that by
2025, nine dollars of every $10 will be spent on the digital experience
& Sullivanforecasts enterprises’ use of customer behaviour
analytics to grow by 20% until 2025.
than half of consumers say automated telephone systems are the worst part
of poor customer service.
49% of consumers have left a brand in the past year due to poor
customer experience. (Sources: Emplifi, WNS).
burnout prevention tactics.
continuity solutions for unpredictable market dynamics.
power of empathy for customer care during market crisis.
centric remote operations.
customer care versus human interaction.
customer care operations.
industry forecasts, challenges and opportunities.
omnichannel operations for an everchanging customer service industry
expectations pre and post pandemic.
importance of AX (Agent Experience) and employer culture programs.
business process outsourcing.
foresight tools and strategies.
general business areas
Telecom | Finance | IT&C | Healthcare | Utilities | Human Resources | Consultancy | Marketing | Research | Law | Audit | Retail | FMCG