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Unifying CX and CRM – Key to effortless customer service

Consumers are changing. Businesses are adapting but the struggle to glue key systems and the right information together to form a complete view of the customer journey, their preferences and how to engage with them is still a challenge for a lot of organisations. 72% of organisations feel that managing multiple CRM and CX solutions is extremely challenging. This means that sharing knowledge amongst support teams, gathering feedback and delivering effective communications to end customers could be compromised. Having a comprehensive platform that also provides a 360° unified view to agents, managers, and business leaders is the key to managing customer delight at different stages of their journey.

Join this webinar to learn how to:

  • The challenges that customer support leaders are facing to unify CRM and CX solutions
  • How others have used connected customer data to provide a single customer view and personalised experiences
  • Why the customer complaint is gold dust and how this can enrich CX and CRM data, providing a better experience for customers and agents

PRESENTED BY:

Engage-Speaker-Gerry Brown

Gerry Brown

Customer Lifeguard Chief Customer Rescue Officer

Gerry Brown, aka The Customer Lifeguard, is on a mission to save the world from bad customer service. He helps businesses save customers at risk of expiring and breathes life into their customer service operations and customer experience strategy. Gerry has provided organizational leadership on people development, business transformation, customer engagement and technology enablement for some of the largest companies in the UK, Canada, and EMEA. These include East Sussex County Council, B3 Living, National Express, Nutricia, The Royal Albert Hall, Endsleigh Insurance, O2, Screwfix, Sage, Sky, Bell Canada and TELUS. He is a frequent speaker, chairperson, panellist and facilitator at conferences, webinars, company events and other business gatherings, where his many years of business and customer service experience provide stimulating, thought-provoking engagement and audience participation. He is also a published author and his new book When a Customer Wins, Nobody Loses is available on Amazon to help business leaders to create winning and memorable customer experiences. Gerry is a Member of the Professional Speaking Association (PSA), the Global Speakers Federation (GSF), the Customer Experience Professionals Association, a Certified Customer Experience Professional (CCXP) and a Fellow of the Royal Society for Arts, Commerce & Manufacturing (RSA).

Andrew Robertson

Andrew Robertson

HM Land Registry Head of Customer Policy & Service Improvement
George Hackett

George Hackett

Freshworks Head of UK & I

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