28 February - 01 March, 2019 | The STAR Gold Coast, Queensland, QLD

Adrian Marr


National Sales Development Manager and Head of Customer Centricity
Laminex


3:20 PM Case Study: From Costs, to Customer Centricity to Digital Platforms: Laminex’s Journey towards Efficient Customer Contact

Laminex have experienced changes in focus and investment to drive more efficient customer contact. From firstly looking at cost-efficiency, to embedding a customer centric function to going live with a new digital platform, customers can experience speedy, efficient service without losing that personal, conversational touch from agents. Laminex has worked on developing a new ecommerce platform and website to deliver an omnichannel approach in the future, with webchat functions and proactive service delivery.

  • Proactively move with the customer to resolve queries quickly, efficiently and with the least amount of effort
  • How Laminex has aligned the CX journey with their customer and the digital future to ensure that the process shifts from websites, to webchat to call service are seamless
  • Delivering meaningful customer experience through management of digital customer touchpoints


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

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