Experts discuss: The future of service - how to create a service that’s about delivering dreams

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Experts discuss: The future of service - how to create a service that’s about delivering dreams

13 Oct 2021
Track Two
CX

When you think about the word “service”, it’s about the way we serve - show

support, help, care for - our customers to help them succeed. We expect technology to provide us a service experience that is frictionless, one that requires little or no effort and anticipates what we need before we do. It’s not just predictive, it’s magical. We expect service that knows our needs so well it’s three-dimensional, connecting insights from every aspect of our lives. How can we create such a service for our customers? How can we deliver a service that remains unseen and discreet until a customer’s moment of need, where it emerges from the background with the optimal solution and zero- friction call-to-action? Tune in to this panel to find out how. 

Chairperson
Wendy Gardner, Director, Retail Industry Advisor - Salesforce
Speakers
Chris Conway, E commerce Director - Co-op Food
Emily Bloomberg, Customer Experience Director - Cult Beauty
Emma Mercier Jones, Head of Global Retail Operations - Mulberry
Tuf Gavaz, Head Of Product Management - Selfridges

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