CEM Expert ‘Goes Public’ with Lessons From Retail

Birmingham, UK – August 31, 2012 – Empathica, a leading global customer experience management (CEM) solutions provider, has announced it will be an official sponsor of the Excellence in Customer Service event, to be held at London’s Barbican on 26th September 2012.

Empathica will be sharing best practices and lessons learned from their extensive private sector experience in Customer Service Management at this event aimed at public sector professionals, with a Masterclass from Customer Champion Sue Hedoux.

The economic downturn has created fresh challenges for public sector organisations looking to deliver superior customer service. Today’s savvy consumers are familiar with a wide variety of experiences from a variety of sources and their expectations are high which is a challenge for many organisations as they struggle to maintain service levels with shrinking budgets and smaller workforces.

Sue Hedaux brings 25 years of retail experience to her 12:30 pm Masterclass, entitled “Driving customer experience and advocacy: lessons from the retail industry.” In the session, she will give an overview of how retailers should proactively collect feedback from their customers, how they can drive operational and behavioural change at both a local and brand level and how to leverage positive customer feedback through social media. Sue will also demonstrate how customer experience management can deliver a real return on investment and she will share her greatest learnings, too, which come from working with many world class brands including Boots, Halfords and Debenhams, amongst others.

Delegates will also be able to discuss the benefits of Customer Experience Management and their individual challenges and needs with the Empathica team at their stand in the networking area.

To find out more about the event and to register, please visit:   http://www.publicserviceevents.co.uk/225/excellence-in-customer-service.


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