Ihab Alzarieni
Head of Customer Experience & Delivery Channels Bank of JordanSpecialist in establishing customercentric branches as well as contact and service centres with new and innovative solutions to improve CX. In this role, he has transformed a small call centre with a single channel of inbound calls into an omni-channel call centre.
CX Show Conference Day One: Tuesday, 24 November 2020
2:10 PM Synchronising multiple channels to deliver consistency in customer experiences
- Challenge in creating consistency across the channels
- Who should be driving the omni-channel strategy?
- Single view of customer is necessary to deliver consistency, how can it be done?
CX Show Conference Day Two: Wednesday, 25 November 2020
10:30 AM PANEL DISCUSSION: Moving from contact centres to engagement centres – Evolve or be left behind
Customers are more demanding with higher expectations in today’s digital area expecting rapid and faster resolutions for their questions. Days of traditional contact centres are gone and companies are facing the risk of losing customers if they don’t evolve into top class engagement centres.
- Look at the latest digital experience design within the contact centres
- Interacting & engaging with customers across all channels & devices
- Empowering agents to resolve requests in real-time
- Breaking down multiple silos to have one view of the customer
4:00 PM Structuring & training your contact centre team and driving the culture of innovation & transformation
- Involve employees to build the culture
- Using innovation like gamification to improve performance
- Driving metrics through self-learning and peer-to-peer coaching
Check out the incredible speaker line-up to see who will be joining Ihab.
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