The customer experience should be inherently digital. Customers are now digital-natives who prefer seamless, intuitive and instant support. But, many organizations are struggling to actually establish a digital journey that effectively meets the needs of every customer.

To enhance the effectiveness of any digital experience, organizations must give customers the confidence to engage in a digital-first reality. To ensure customers are using the technology effectively and receiving the highest quality of support, leaders must implement a comprehensive digital-first strategy that meets the needs of every customer.

Brett Kiley, Executive Director of Customer Experience, Client Success and Process Improvement at CVS Health, will share insights on leading with a digital-first strategy. By building trust on digital, Brett and his team have been able to deliver a seamless and consistent digital journey for customers.

This session will also cover:

• The next evolution of digital-first strategies
• Honoring ‘human’ needs in a digital world
• Delivering more proactive support for customers