- How can we manage experience day in and out across channels while continuously investing in building our capability and improving business results?
- How do we deliver end-to-end service and support, and incorporate new social media across channels to deliver customer interaction excellence?
- What do we really know about our customer, the real experience we provide, and how we can get better at analytics, metrics to drive decisions?
- What will it take to engage new and disaffected customers for increased value? Where can we differentiate on experience?
- How do we get beyond our ‘insideout’ silo mentality to enable and engage employee and partner teams to deliver best customer value and experience?