Great case study from @humana #CX team and Geeta Wilson on empowering associates to positively impact members CXPA #CX17

There are a few more hours left Customer Focus. Be sure to stop by the #VHT booth!

We are back from the break and are looking at a case study on handling complaints better. What have been your tactics? #CX2017

Have you implemented a web-based complaints system? Has it allowed you to process complaints better? #CX2017

Customer service can be a key differentiator between you and your competitors. Hussain Afeef is speaking on how it has transformed LUX #CX17

RT Jonty Pearce: Customer Data is the new Oil. How are you mining it? Is it Crude or Highly Refined #CX2017

When thinking about customer service, are we relying too much on technology? We ask this important question with Gordon Littley #CX17

Don't automate on the basis of reducing cost. Design it with the customer in mind. - Gordon Littley of Verizon at #cx2017

Be honest when you use #robots for #custserv Gordon Littley Customer Focus #cx17 #cex

Big thanks to #CX2017 for letting me be part of such a great panel this afternoon!

With AI and robots becoming increasingly common, we are learning with Nicola Millard whether they may take contact centre jobs. #CX17

"Chatbots are IVR for digital" says Dr Nicola Millard. Relevant and proof that chatbots need human assistance to work #custserv #CX17

Are you aware that the GDPR may affect your customer experience? We are finding out with Steve Sullivan... #CX17

Still going strong at our conference today! #CX17 #DCS17

How will call centres be operating in 5 years? James Leech from Sainsbury's Argos is sharing his predictions. #CX17

"The contact centre is dead!" says James... x.com/CustomerFocusU…

That concludes our coverage of #CX17, we hope you enjoyed the day and have many takeaways to share with your teams.

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