Maria Jose Jimenez
Senior Officer Customer Experience MeraasHeads up VoC (Voice of Customer), capturing the VoC at multiple touch points across different business units through creation of surveys, mystery shopping campaigns, complaints handling and social media to identify growth opportunities and improve CX.
CX Show Conference Day One: Tuesday, 24 November 2020
4:00 PM Gaining real-time customer insights from each touchpoint across the customer journey
Every time an existing or new customer ‘touches’ your business, be it via search engine, website, marketing emails or a phone call, this is a potential lead and should be capitalised on.
- Mapping your customers’ needs and behaviour across the journey
- Converting it into a sales and marketing opportunity
- Innovations and tools in customer touchpoint mapping
- Need for speed – the faster you respond to the touchpoint, the faster you can win the custome
CX Show Conference Day Two: Wednesday, 25 November 2020
2:10 PM Engaging customers through social media and technology in real-time
In the digital and social era, where around 45% of the population is active on social media platforms, what better way is there to interact with customers?
- How can social media be used to improve customer experience?
- Listening to your customers through social platforms
- Real-time rapid response to customers via platforms such as WhatsApp
Check out the incredible speaker line-up to see who will be joining Maria Jose.
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