WEBINAR: Adapting to the changing business environment; the role people, platforms & partners play in your future operating model
https://contactcentresummit.co.uk/wp-content/uploads/2020/07/Ember-Adapting-your-operating-model-Webinar.jpg 960 640 Stuart O'Brien Stuart O'Brien https://secure.gravatar.com/avatar/81af0597d5c9bfe2231f1397b411745a?s=96&d=mm&r=gThursday, July 23rd 2020
2.00 pm (BST) / 9.00 am (EDT)
The economic outlook will test organisations like never before. With consumer confidence and spending devastated and constraints on our way of life likely to continue for a considerable period, the challenges are clear. Against this gloomy economic backdrop, many organisations are fighting for survival and need to adapt rapidly. To meet the challenge organisations need to look differently at their operating model to build in greater flexibility and resilience whilst optimising costs without creating new risks or having a detrimental impact on the customer experience. Cost-cutting shouldn’t mean service compromise.
What the challenges have brought into sharp focus is that legacy operating models have become inadequate. Too often customers are pushed into silos that fail them. Operations – whether inhouse or with partners – are often considered entirely separate from digital and the journeys that customers follow suffer from a fragmented and inadequate approach to how technology supports these.
When this is combined with old-school views of what “can work” the reality is that organisations waste money and compound negative experiences for their customers and their people, which is not sustainable as the real impact of change approaches. How to deliver an optimised operating model for a very different future needs fresh thinking about how people work, how this is supported by platforms, and what the role of partners is to deliver this. With remote working widely deployed to deal with the Covid-19 lockdown and people turning away from commuting and fixed working hours, there is compelling evidence that the customer experience can be improved through using more engaged agents, often brand advocates, who choose their own schedules using technology platforms to provide customer support on an on-demand basis.
This webinar addresses this critical subject and how people, platforms and partners play a key role in this. In the session you’ll hear Ember’s view of how to think differently and from Airbnb and npower, with their partner Arise, and others on how they are evolving their thinking and operating model to support customers.
Join us at this free-to-attend webinar to learn:
- Why legacy operating models are failing customers, are no longer cost effective and lack the flexibility and resilience to support changing business needs
- How to think differently about the role of people, platforms, smart technology and partners as well as shape an optimised operating model that’s fit for the future
- Examples of innovations being used to power and optimise more agile operating models
- How great brands like Airbnb, npower and others are challenging themselves to think differently to adapt and evolve
- How you can take the first steps to optimise your operating model using Ember’s proven framework
Join Ember’s live webinar session in partnership with Arise at 2.00 pm (BST) / 9.00 am (EDT) on Thursday 23rd July and hear from the industry experts from Ember with guest panellists from Airbnb, npower, Arise and others by registering today.
REGISTER HERE: https://attendee.gotowebinar.com/register/9141093789784237323?source=mycust+newsletter
