The theme for this best practice visit is: Using journey mapping to transform the customer experience
On this visit to the Holland and Barrett Contact Centre operation, the leadership team will share with you how they are transforming the business by journey mapping all their customer experiences and their tips of how you could do the same.
Dealing with millions of customer interactions a year Holland and Barrett will share with us how they are using CX and journey mapping techniques to change the way the engage with customers.
During this morning, they will:
- Deliver an insightful and interactive session on how to use insight to map key customer interactions
- Share tips on how they have brought each customer journey to life with their teams
- Give us a tour of their brand new 100 seat contact centre, which has been designed to provide an engaging environment for their teams
- Provide the opportunity to try out these techniques first hand and to network with your industry peers
About the host
Holland and Barrett is one of the world’s leading health and wellness retailers, supplying its customers with a wide range of vitamins, minerals, health supplements, specialist foods and natural beauty products.
They are an omnichannel retailer and have invested £30m in recent years in technology and they deliver products to more than 30 countries.
They have a rewards for life programme serving over 10 million members worldwide.
Book your place(s)
Where and when?
Date: Tue 24 Apr 2018
Time: 9:30 am - 1:00 pm
Who is it for?
Contact Centre Managers, Heads of Department, Business Improvement Managers, Colleague engagement specialists, Insight Managers, Voice of the Customer specialists, Quality Managers.
Why should you go?
Hollan & Barrett has a rewards programme for 10 millions members worldwide and has spent £30 million recently on technology for customer experience.
How much is it?
Free for CCMA members