Luxury Interactive 2017

October 16-October 18, 2017

Convene Conference Center, 32 Old Slip, New York, NY

1-888-482-6012

Christopher Cocca

Senior Director, Digital
Four Seasons Hotels and Resorts
Chris Cocca leads the global ecommerce, digital marketing and digital product teams at Four Seasons Hotels and Resorts. Prior to Four Seasons, Chris worked in strategy and UX roles at Big Spaceship, a New York based digital agency, and at Rogers Media in Toronto.


09:20 AM Implementing Digital Customer Service For The Sale

• Defining what conversational commerce is and what platforms and technology are boosting purchase conversion
• Being present on channels:
o Live online chat
o Facebook Messenger
o Twitter
• Getting key stakeholders to understand how a disconnect with customers can be costly to the business
• Aligning digital customer service with in-store for appointments and sophisticated customer service
• Business process impact: reducing the cost of traditional customer service channels
Live Chat Software