CX leaders at global companies are designing and delivering experiences differently, considering implications of the pandemic on an international scale, to deliver value in a low touch economy. In the context of CX, low touch historically referred to a reduced quantity of overall interaction touchpoints (digital or in-person). Now it refers to changed societal behavior, including shifted customer expectations in reaction to guidelines, regulations, and restrictions. Consumers are wary of enclosed spaces, groups, and physical contact. Customers expect reduced, more sanitary, socially distanced, and even contactless physical touchpoints. Businesses are pivoting. Digital adoption is accelerating. How essential and non-essential workers serve customers is changing. For global companies, this includes the added complexity of experiences that reach across borders. Customers must be understood, and experiences must be delivered in consideration of cultural differences, and varied regulations.
Join us for an engaging panel discussion, hosted jointly by the TAG International Business and TAG CRM/CX society. Our panelists will share advice and lessons learned to-date on adjusting the design and delivery of customer experiences in a low touch economy.
Director of Customer Care
Lakysha Laing is Director of Customer Care at Cox Communications in the Technical Support call center in Hampton Roads, VA. Her teams are responsible for responding to customer’s technical & billing inquiries about Cox products and services in an inbound 24×7 call center, as well as responding to customer posts on Cox Social Media platforms.
Lakysha holds a Bachelor’s degree in Information Systems Management and an MBA in Business Administration from Kaplan University. Lakysha serves in capacity as President and one of the founding members of the Virginia Chapter for the National Association for Multi-Ethnicity in Communications (NAMIC) serving the Hampton Roads and Richmond, VA areas. She is a member of the Women in Cable Telecommunications Virginia Chapter and she is a mentoring circle lead for the Women’s ERG at Cox Communications, very active with the company Employee Resource Groups, and sits on the National Diversity & Inclusion Council for Cox. Lakysha is foster care alumna, and on the board for the Tidewater Friends of Foster Care, who is very involved in the community and is passionate about giving back to foster care causes. She enjoys whale watching, spending time with family and taking adventures with her husband Cliff, their children Alysha and Khalil, and her Lhasa Apso dog, Cassius.