CCNG September Town Hall: Keeping Customer Interactions Compliant And Avoiding Costly Lawsuits

What you'll learn

• Strategic Planning – Digital transformation strategy and execution, outsource advising and support, global workforce planning, technology roadmap development and delivery, disaster recovery/business continuity planning - Customer Experience Design – Customer journey mapping, alignment of metrics to customer expectations, voice of customer capture, assessment and utilization, omnichannel strategy and delivery - Technology-Enabled Business Process Improvement – Technology assessment, business requirements identification, implementation effectiveness/change management, business process reengineering in complex multi-functional environments - Workforce Optimization – Workforce management support, forecasting, scheduling, organization design, role and skill mapping, quality management design and delivery, work-at-home and flexible staffing solutions - Day-to-Day Operational Improvement/Support – Performance assessments, cost savings opportunity analysis, interim management/leadership support, training design, development and delivery

Topics covered