Customer Support: Using insights to hear your customers, engage your employees and improve your profits

Richard Jeffreys is a CX leader with significant experience gained from a variety of executive roles in FinTech, Investment and Corporate Banking. Richard, who is Human Centred Design Certified and a Six Sigma Black Belt, has lived and worked in US, Europe and Asia working with companies such as J.P. Morgan, Deutsche Bank and Standard Chartered Bank.

His impressive resume also includes transforming a customer service function of 800 people and 40 locations and designing a new digital product from customer insights with >$25m revenues in Year 1. 

In this 1 hour webinar session, you will learn:

  • Evolution of customer support function and the requirements for modern companies
  • Impact of digital channels on customer service
  • How large and complex organizations can ensure that the voice of their customers are truly heard
  • Practical steps to take to become more customer centric
  • Trends in customer behaviour and their impact on the customer experience
  • You will also be able to ask questions.