This practical workshop will focus on optimizing customer operations management to ensure a smooth and consistent experience at every touchpoint. Participants will learn how to align operational processes with customer expectations by integrating digital tools to automate and enhance service delivery. Effective management of requests, from order tracking to rapid incident resolution, will be covered to reduce friction and build loyalty. The workshop will also explore how to use customer data to anticipate needs and personalize responses, as well as the importance of interdepartmental collaboration to coordinate actions between marketing, customer service, human resources, and more.

Case studies will illustrate the direct impact of agile operational management on customer satisfaction and loyalty, with suggestions for measuring performance using key indicators.