ROUNDTABLE Event: Achieving the CX ‘WOW’ Factor

Case Study of Danone Nutricia

Success in any business today relies on putting customers before anything else, with Danone Nutricia being a leading example. Danone’s customer service department provides support to parents during the first 1000 days of a baby’s life. The team of dedicated midwives, nutritionists and customer experience professionals demonstrates Danone’s brand commitments to consumers across the country. At this event learn how to…

  • Recruit for CX success by employing the right people for your brand.
  • Roll-out digital channel success based on customer demographics and feedback. At Danone, WhatsApp now accounts for 60% of all inbound contact!!
  • Deliver the WOW factor through your contact centre, with real-life examples at Danone.
  • Build relationships with customers to achieve the highest levels of brand advocacy. Danone’s NPS score is double the industry standard.
  • Continuously innovate and change to improve the customer experience.
  • Danone is using creative social, WhatsApp and web chat engagement to be open 24/7 and easy to do business with, online or on the phone, proving personalised experiences, interacting with midwives and nutritionists… with 140% NPS improvement

Wednesday 23-05-2018

11:45 AM GMT

Keynote speaker

Margo Hutchinson
Margo Hutchinson
Contact Centre Manager for Danone

Venue Details:
The 5-Star Landmark London Hotel,
222 Marylebone Rd, Marylebone, London NW1 6JQ


This event is designed for leaders in customer service, customer experience and contact centres.