Richard McCrossan


Richard McCrossan heads up Genesys Digital in Europe, Middle East and Africa. In this role, he helps EMEA's leading brands take advantage of the digital ecosystem to serve their customers.
He is a passionate evangelist for great customer experience, wading through hype and confusion to focus on achievable business results.

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Unveil the Sales & Marketing CX blind spot - Maximise the lifetime value of your customer relationships!

You want to maximise the lifetime value of the relationship with your customer. However, the customer journey is a complex continuum that spans marketing, sales, service and retention. With different stakeholders and differing priorities, it is difficult to deliver on your brand promise, and achieve the value from the customer relationship that you desire. In this session we will explore how you can beat this challenge, how you break down siloes across marketing, sales and service that hold you back, and how to unlock rich insights that your customer and all areas of your business.