The phrase “customer journey” has been bandied about so much it’s in danger of becoming meaningless – which is a shame because at its best, analysis and understanding of it can improve client relations and ultimately make the bottom line healthier. Ultimately it’s what a business makes of it, which is why Intelligent Sourcing will be co-hosting an evening on the subject with our partner on this occasion, Teleperformance.
As per usual we will be accommodating stimulating and challenging speakers. Mike Havard, chief executive of advisory service the Ember Group will address the elephant in the room; understanding customer journeys is great but enhancing them takes budget. What, realistically, is achievable in an environment in which the financial pot is shrinking? More to the point, what have clients done that’s worked in the real world and what have the results been?
There will also be the researcher’s point of view. Julian Herbert is vice president of the Everest Group and will address the impact of technology on the customer journey; IT will change the management of the journey and the staffing model as well as disrupting how enterprises will have to behave in terms of recruiting, training and retaining people.
Teleperformance will be on hand to offer the outsourcing partner’s perspective and to share some of its best practice, and as always our editor will be in the chair making sure everybody’s questions get answered.The location is one of our favourite venues, the Royal Horseguards Hotel at 2, Whitehall Court, a stone’s throw from Embankment Tube Station. This is an invitation-only event for senior decision makers in the industry – we will look forward to greeting you there.
Chief executive of advisory service, Ember Group
Vice president, Everest Group