In the latest ICBE Lunchtime Bytes webinar Dr Sarah Kieran of the Kemmy Business School in the University of Limerick gave a detailed presentation on the emerging arena of  “The digital transformation of customer service and the emergence of the Cx professional”

Sarah presented at the ICBE conference last year and led new research that was recently published by ICBE.  This found that the role of the Customer Experience (Cx) employees in Ireland is undergoing significant transformation because of advancements in new technology. The research identifies how digital transformation has impacted the skill set required of Cx employees of the future.

Over the course of 20 minutes Sarah shared how dexterity, critical thinking, continued innovation, diversity and pro-active bottom up digital transformation are key to the successful development of the Cx professional.

To get the full insights click the slides below.

Sarah Kieran Webinar The digital transformation of customer service and the emergence of the Cx professional Sept 2019

 

Click below to see the full recorded version of the webinar.

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