Scott McMillan

Advisory Principal, CX Leader ServiceNow

Exchange Day Two: Friday, 22nd November 2019

11:10 AM How to Drive CX ROI with a Connected Service Experience

Delivering an end to end customer experience (CX) is challenging. Your customers expect an effortless, connected experience. Most top management teams want tangible financial results from a CX program.

Customer service is where you can show improved customer experience results in a real, measurable return on investment. Put another way, what is the cost to your business today of delivering a disconnected service experience?

The role of journey mapping in identifying and fixing customers’ points of friction
Aspects to consider when calculating the expected ROI of a connected service experience
Tips for getting support from management and buy in from other teams in your organization

Check out the incredible speaker line-up to see who will be joining Scott.

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