DIGITAL SALES AND CUSTOMER EXPERIENCE WORKING GROUP

  

EXCHANGES STRATEGIES, USE CASES AND SOLUTIONS RELATED TO BUSINESS OBJECTIVES IN THE AREA OF SALES, SELF-SERVICE AND CUSTOMER EXPERIENCE IN THE DIGITAL ENVIRONMENT.

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KEY FOCUS AREAS

  • Digital environment + communications development:webchat, video chat, apps, website development, chatbots + A

  • Digital Sales: Omni-channel design, sales funnel management, analytics, campaigns

  • Identity Management: Authentication, login, privacy, personalization, targeting + segmentation

  • User experience design + management: Customer journey, self-service optimization, NPS, channel management, dev/ops, KPIs 

  • Agile development + digital culture enhancement 

 

The link to the community platform will be available here as of 15th January 2024.

PARTICIPANT PROFILE

  • Heads/ Directors of Digital
  • Digital (Service/ Operations/ Marketing) Managers
  • SVPs/ Directors/ Managers of E-Business
  • Online-Cross Channel Development SVPs/ Directors/ Managers
  • Participation by supporting parties subject to approval by the working group

 

Ruxandra Cioban coordinates the activities for this group.