The key to great customer experience (CX) is an engaged employee base focused on customer service. In other words, in order to have great CX, you must have great EX. Learn how leading enterprises are delivering powerful and compelling employee experiences, and the models, methodologies and technologies necessary for great EX.
Jim Davies
VP Analyst
Jim Davies is a VP Analyst in Gartner Research. He is part of the company's Customer Experience and Customer Service Technology teams. Within the customer experience space his main coverage area is the voice of the customer (VoC), including technologies such as surveying, speech analytics and customer journey analytics. Within the contact center market, he covers workforce optimization (WFO) and workforce engagement (WEM), which span functions from recording, evaluation and training to scheduling, reporting and interaction analytics and assistance.
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Monday, 08 June, 2020 / 01:30 PM - 02:15 PM BST
Without Great Employee Experience, You Can Forget Great Customer Experience
Monday, 08 June, 2020 / 03:30 PM - 04:15 PM BST
Why Every Organization Needs a Voice of the Customer Program
Voice of the Customer scenario that explores the dimensions of what it is and how you go about running a program. With a focus on how this can provide business value through the prescriptive guidance it can provide.
Tuesday, 09 June, 2020 / 01:30 PM - 02:15 PM BST
Customer Service Experience Scenario: The What? Why? and How? in 2020
In this presentation will we run through what a Customer Services experience is: Why it’s important, what drives it, how it can be better designed, implemented and managed.