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Chatbots, the conversational journey and much more discussed at the last DSCX meeting

Monday 3 June 2019   (0 Comments)
Posted by: Martin Hrdlicka

The ETIS Digital Sales & Customer Experience Working Group (DSCX) held their second meeting of the year in Zagreb from May 23-24 at the headquarters of A1 Hrvatska. Many thanks for the warm hospitality!

As usual, the meeting was kicked off with a company updates session, which was a great opportunity for participants to share and discuss recent projects, successes and challenges. Some of the highlights included the implementation of new company-wide language guidelines, a discussion on online-offline advantage and offers, targeted products, website upgrades, redesign and simplification, data-driven focus and customer experience enhancements.

The following session introduced a discussion on moving customers to self-care and increasing app usage. Our members shared statistics and demos, highlighted the features, explained the value proposition, incentives, journey and overall functionality. The Members shared both the success stories as well as some challenges and learnings. On Friday, the sessions on chatbots, conversational journey and personalisation were the real highlights as these are all exciting and innovative future-looking topics with some great recent developments. The meeting then concluded with the Digital Sales & Service KPIs benchmark results overview.

The next meeting will be held in Vienna during the ETIS Community Gathering on October 17-18, 2019. Aside from the common session, the draft agenda includes tooling (used for analytics, research, social monitoring), continuous customer research (methods, development), innovative projects, things gone wrong and of course, the Digital Sales & Service KPIs figures.

Get it touch with Martin Hrdlicka (mh@etis.org) for more information.