6 webinars to identify customer experience challenges

Webikeo is organizing a day of online conferences to explore customer experience challenges on Friday June 3 from 9:30 am An important topic for brands and digital players. discuss with recognized subject matter specialists.

6 webinars to understand all about the customer experience

The 6 webinars will take place from 9:30 a.m. to 3:45 p.m. and will cover all customer experience issues. On the agenda for today’s conference:

1. How to choose the right customer relationship management solution

Starting today, an important point will be discussed: choosing the most appropriate customer relationship solution. The webinar will be moderated by Edouard Layeillon, Head of southern Europe sales at Sitel Group, world leader in customer experience, and Nabil Renai, customer relations expert. They return especially to the importance of building details in agile mode.

In the webinar program:

  • Constructing details through a concrete case
  • The selection criteria defined in the agile mode details,
  • Agile platforms, a personal response to customer needs.

The webinar will take place at 9:30 a.m. and last 45 minutes.

Registration is free

2. Customer experience and content strategy: attracting, guiding and converting your visitors

The second webinar of the day will be dedicated to the importance of content for a successful customer experience. It will be moderated by Muriel Vandermeulen, Associate Director of Wearethewords. He will explain in particular how to envision the user’s journey in an editorial framework, and how to offer content that meets the expectations of your communities as closely as possible. It will also detail the most interesting formats to use to respond to customers and prospects.

The webinar will take place at 10:15 a.m. and last 45 minutes.

Registration is free

3. Why integrate video communication into your customer relationship?

In this 3rd webinar of the day, the theme is the importance of video, and visio. If video is widely used in internal exchange, it also has a strong interest in customer relationships. This webinar will be hosted by Tolabott Samaie, Development Director at Apizee, and Frédéric Canevet, Mobile Product and Chatbot Manager at Eloquant.

The two speakers will return to use cases and concrete video applications, and especially how Fnac Darty and Enedis have implemented them. You can also see how video can be easily integrated into a contact center, and how it can improve team productivity.

The webinar will take place at 11 a.m. and last 45 minutes.

Registration is free

4. Hyper-personalization of customer service: essential to be engaging and sustainable

Customer service efficiency is essential to engage and retain customers. An optimistic customer experience at each stage of the customer journey is essential to identify. And this requires especially a serious personalization of customer service.

This 4th webinar of the day will be hosted by Assiba Kaci, Consumer care and after sales manager at Delsey, and Caroline Verbrugghe, Lead generation manager at Synolia. They will return primarily to Delsey’s customer service challenges, and the solutions put in place. You will learn how to structure the brand and optimize customer service.

The webinar will take place at 11:45 a.m. and last 45 minutes.

Registration is free

5. Contact center: how to manage activity peaks?

This 5th webinar of the day will focus on a major challenge of contact centers: how to anticipate and manage drops and spikes in interactions. It will be led by Laurent Hullot, Commercial Director of INO Telecom; Vincent Goetz, Production director of INO Telecom and Saida Walentin.

They will return especially to:

  • tips on managing teams and improving their skills,
  • best practices for managing the seasonality of activities and activity peaks,
  • tips for measuring and monitoring a multi -activity service.

The webinar will take place at 2:15 p.m. and last 45 minutes.

Registration is free

6. Customer experience platform: what are the key steps for customer loyalty and engagement?

To conclude this day dedicated to the customer experience, the final webinar will focus on the digital strategy of the Look Cycle brand, and its vision of the BtoB and BtoC customer experience. You will discover in particular the purposes of the digital transformation of the Look Cycle, the importance of the customer experience, and the key factors that lead to success.

This webinar will be hosted by Yannick Hermant, Head of digital transformation at Look Cycle, and Caroline Verbrugghe, Lead generation manager at Synolia.

The webinar will take place at 3 p.m. and last 45 minutes.

Registration is free

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