Panel Discussion

Theme: Redesigning the Customer Experience: Nurturing the Workforce

Theme Synopsis: The customer experience has evolved tremendously during the COVID-19 pandemic.  According to Forbes, as 2022 commences, 50% of global consumers have revealed that the pandemic caused them to rethink their purpose and re-evaluate what is important in life.  Should organisations not do the same?  Redesigning the customer experience involves a holistic approach which caters to nurturing relationships with internal customers such as employees and external customers such as consumers and the media.  It is imperative that organisations maintain good relations with the media, to ensure that the right message is disseminated to respective audiences.  Similar emphasis should be placed on monitoring consumer trends to quickly modify product and service offerings, so that maximum value is provided to consumers.  Of equal importance is ascertaining that human resource management provides employees with the necessary tools needed to succeed and thrive at their jobs, especially with the uncertainty surrounding job security and the COVID-19 pandemic.

The 2022 Human Resource, Corporate Communications and Customer Service Conference under the theme: “Redesigning the Customer Experience: Nurturing the Workforce” will provide expert knowledge on how organisations can develop a customer model that is flexible but effective, allowing customer service representatives, human resource personnel and corporate communications employees to introduce and implement new ideas as necessary and retract or enhance them based on respective customer feedback.