Round table discussion online on customer-friendly operations with business, legal and IT leaders
A round table discussion on customer-friendly operations in a world of ever-changing and ever-expanding legal regulations. Can communication technology shield regulation complexities away from the customer and sustain a high degree of client experience?
Members of the panel are:
The language of the round table is Hungarian.
After the discussion a case study will be presented using the Hammy software solution.
We live in an era of increasing regulation intensity. In some fields (e.g. in sustainability) the sheer volume of regulations has increased tenfold over the past two decades. Financial industries saw a sharp regulatory rise since 2008. And there is no sign of a change in the trend as most economic players expect a continuing growth and strictness in regulations.
Regulations influence customer work as data, processes and communications have to be compliant in the whole lifecycle of client relations. In order to comply one has to rely partly on IT systems and partly on enterprise processes as well as the trained employees that make these work.
How does this all affect customer service? Does customer satisfaction improve when the client experiences that the enterprise complies with regulations? Or quite opposite, does compliance make the impression of clumsiness? Is there a sweet spot in this constantly changing environment? Can communication technology shield regulation complexities away from the customer and sustain a high level of client experience?Hide details