Three sharp CX webinars
March 11, 2020
Knowledge-sharing is an important part of our strive to create and keep up long-term relationships with customers.
One way of doing this is through seminars. We host our own and are happy to be active on other platforms as well.
Recently we have produced talks together with the i-CEM network in Germany. Of course, we want to share them here on the ACE blog as well.
1. Jonas and Fredrik on eHealth
How can we, as customer experience experts,with experiences from helping Swedens largest health care region, Region Skåne, support the vision that Sweden will be best in the world at using the opportunities offered by digitisation and eHealth by 2025.
24 minutes. Also, check out ehalsa2025.se/in-english for more info on this vision.
2. Jonas and Fredrik on CX strategy for telcos
Telia is home for the biggest contact center in the Nordic region. In this webinar Fredrik Lemming and Jonas Fogelberg talk about the strategy to meet challenges to create a better customer experience.
27 minutes and slides are available in pdf-format here: Telia CX strategies.pdf
3. Beata and Fredrik on IA and agent dialogue
This webinar with Beata Nylén and Fredrik Lemming focuses on the agent dialogue with increasingly complex issues. Strategy, KPIs, dialogue templates and how interaction analytics and AI can make dialogues more efficient.
27 minutes and slides are available in pdf-format here: Agent dialogue in the era of digitalisation
More information about i-CEM “Institut für Customer Experience Management” is available (in German) at www.i-cem.de