“How can we keep pace?,” asks Josh Wheeler, Strategic Director, Customer Service and Experience Portfolio, Reuters Events. Wheeler argues that customers compare their experiences, not only with direct competitors but with all the companies they do business with, from airlines to insurance companies. The benchmark is set across a huge number of interactions, where those who are not looking at the whole horizon will fall behind. With that in mind, Wheeler tells us about four keys to service and experience and how these four keys will be among the things explored at the upcoming Customer Service & Experience West 2023 to be held in San Diego, May 10-11, 2023. In this podcast, Wheeler discusses the four keys: mature your data-driven strategy, redefine the agent experience, scale support with innovative technology and enshrine CX at the heart of the business. The event promises to bring new ideas and perspective to professionals charged with delivering CX. We learn the that the conference will look directly at where and how to automate, and to deliver a successful digital transformation.

https://events.reutersevents.com/customer-service/customer-service-san-diego