The Ultimate Destination for Customer
Experience, Marketing & Data Professionals!
18-19 Sept, 2024 | International Convention Centre, Sydney
Ben Coughlin
CCO Webjet
The Customer Show Day 1
12:10 PM Case Study | How Webjet implemented a VoC strategy enhanced by AI to improve their customer experience outcomes and reduce their operating costs by 35%
- Understanding how Webjet analysed their customer journeys to identify friction points, streamline customer interactions and improved clarity to reduce unnecessary outreach to contact centres
- Utilising customer journey analysis to assess why customers contact your organisation and identifying areas where improved information and automation could prevent the need for contact
- Learning about the design and implementation of Webjet’s VOC program, which through a simple three-question survey achieved a 20% completion rate, and the use of AI to manage this data to identify and address customer challenges
- Insights into Webjet’s approach towards AI implementation, with a focus on exploratory innovations to enhance the customer experience, rather than simply exploiting cost-saving opportunities
2:00 PM Implementing best practices for omnichannel integration to create a unified customer experience
- Integrating various communication channels to provide a seamless and consistent customer journey
- Ensuring consistency and fluidity across online and offline touchpoints to meet customer expectations
- Adopting best practices for a unified and cohesive customer experience to enhance satisfaction and loyalty
Check out the incredible speaker line-up to see who will be joining Ben.
Download The Latest Agenda
