Anila Frederiks


Head of Customer Service Operations
Telstra


2:15 PM Panel: Mapping Experience Journeys for Your Multi-Channel, Multi-Generational Customers

·         Evaluating the differences in expectations, preferences and needs for different customer groups
·         The challenges and effective approaches on developing relevant and inclusive journeys
·         Capturing insights from customer journeys to provide relevant and engaging experiences  

1:50 PM PANEL: Maximising Channel Engagement in an Omni-channel Era

·         Mapping your channel strategy in accordance to customer behaviours and preferences
·         Steering customers to channels that fit their needs and purposes
·         Keeping high channel engagement with thoughtful, personalised interactions


Check out the incredible speaker line-up to see who will be joining Anila.

Download The Latest Agenda