The unexpected results of going digital
Companies expect that when they ramp up their digital capabilities, their non-digital channel volumes will decrease. However, what happens when the unexpected drives more volume to the call and service centres? his talk discusses how digital volumes can still increase but the customers' experience needs to be supported by smart, proactive functions.
Suzie Haddock has over 10 years experience design capability. Suzy joined Folk this year fro the Commonwealth Bank where she led a number of major projects including the redesign of the phone banking IVR and customer research about consumer debt to inform produce and service development.