Design and delivery of amazing customer experiences – Alena Jang Croucher

    Alena Jang Croucher, Head of Customer Experience, HSBC


    Alena goes through the “how to” process of customer experience from Data and insight to delivery touching on the omnichannels:

    • Driving amazing customer experiences and how to unlock this for organisations
    • How to connect data and insights and embed into CX delivery across channels, customer touchpoints and moments of truth
    • How to connect employee experience and customer experience improvements and interdependencies across an organisation
    • The journey towards omnichannel and personalisation for the customers