Transforming Digital Consumer Care Into Innovation & Growth: Unilever’s Story
Unilever believes all consumers are digital consumers. The face of retail is rapidly changing, e- commerce & instore experiences are having to excel to capture the purchase in real-time & consumers are smarter than ever before to ensure they get the best deal. Aided by smartphones they are choosing when & how they want to obtain information & engage with their favourite brands. A recent survey found 90% of customers prefer to check information online before calling a contact centre & 30% are still on the website when they call. Unilever understands how digital technology is influencing consumer behaviour, what consumers like & dislike when engaging with the brands they love & are transforming their contact centre services to support an integrated digital journey.
In this session Megan Neale, Head of Global Consumer Engagement Centres will share how Unilever is:
- Leading in consumer engagement through digital experiences
- Delivering real-time insight to the business
- Achieving high levels of agility & learning to adapt continuously
I'm fascinated by Digital Empathy - how we combine the power of artificial intelligence in the digital landscape with our desire for human contact within a supporting, sharing and collaborative eco-system.