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Drive Customer Success

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The inside scoop on customer experience, surveys, loyalty, journey mapping, and customer satisfaction.


Session 106

Complicated Modern Relationships—Your Brand Identity and Customer Support

Tuesday | 11:30 AM – 12:30 PM
Islander D
Sarah Reed

Like many modern relationships, the marriage between brand identity and customer support is complicated. It's likely that your company takes
great pains with brand consistency, but unfortunately, that same care is rarely put into a brand's customer support voice. A hip non-profit appears
rote and cold through email or a startup tech company sounds unnecessarily formal over the phone.

The relationship between customer support and the brand is a symbiotic one. It builds trust, eases tension, eliminates blame, encourages interaction, and instills loyalty. (It's the marriage we all want!) In this session, we'll look at how and why it's important for agents, advocates, and self-service to consistently represent the brand—to share a brand identity. Through Sarah's experience managing contact centers for 18 years, and her time as an editor and researcher, she'll share candid stories and provide takeaways to strengthen your brand-support relationship.

Session 105

Helping Customers Help Themselves: Strategies for Success Self-Service Models

Tuesday | 11:30 AM – 12:30 PM
Islander E
Justin Robbins, John Crick, Vicki Herrell, Anne Palmerine

Self-service continues to gain momentum as organizations and customers alike realize the convenience and benefits of this service channel. Getting it wrong can cause incredible complications and may be difficult to detect until it's too late. In this session, ICMI's Justin Robbins and a panel of contact center leaders will discuss strategies for deploying and refining self-service in the contact center to ensure that organizations have the insights and resources to get it right.

Session 205

Tackling Five Hidden Causes of Poor Customer Service

Tuesday | 1:45 PM – 2:45 PM
Islander E
Jeff Toister

Based on extensive research, customer service expert Jeff Toister reveals five of the hidden, unusual, and even counterintuitive causes of poor customer service. Through a series of experiential activities, attendees will examine each obstacle in a way that's both fun and revealing. More importantly, you'll learn to create solutions for overcoming these challenges in your contact center.

Session 305

Redefining Customer Service in a Digital World

Tuesday | 3:00 PM – 4:00 PM
Islander E
Davy Kestens

Instant messaging is a convenient, familiar, and immediate way to stay in touch, and its widespread adoption is undeniable. Unsurprisingly, research indicates that most consumers want to be able to message the businesses they interact with. In this session, Sparkcentral's Anaal Patel will showcase how brands like JetBlue, Uber, and Nordstrom have begun to implement messaging-based service, along with tips and tricks on how to get started.

Session 405

Using Voice of the Customer to Regain Momentum at Nestle-Purina

Tuesday | 4:15 PM – 5:15 PM
Islander E
John Goodman, Terri DeMent

Do you find that your contact center's Voice of the Customer (VOC) process consumes too many resources, provides limited value, and is ineffective at driving organization change? In this session, you'll learn how one organization re-evaluated and revamped its VOC approach to fix company processes, gain contact center resources, and deliver a better customer experience.

Session 505

Creating a Compelling Customer Service Strategy

Wednesday | 1:45 PM – 2:45 PM
Islander E
Florence Chang, Cindy Garrett, Dan Davidson

In this session, MultiCare Health System will share their journey to developing a customer experience strategy that enabled them to consistently deliver a positive experience. It was a daunting task that meant improving virtually every aspect of their business, but they accomplished it and saw substantial improvements. Come learn the six guiding principles and two key themes that made it all possible.

Session 605

UPMC Health Care Concierge Program: Personalized Customer Service

Wednesday | 3:00 PM – 4:00 PM
Islander E
Anne Palmerine

UPMC's well-established Health Care Concierge program is a key marketing and customer service differentiator. In this session, you'll gain insight into how the contact center plays as crucial role in the customer experience. Discover how UPMC has been able to increase customer satisfaction and employee engagement while delighting their customers, and find out how, by partnering representatives in the contact center with individual members throughout the customer lifecycle and across product lines, you can provide personalized service and be a customer advocate.

"I learned so much at this conference and have already begun to implement positive changes... I have at least 15 new things I'm going to work on step by step to create a renewed call center."

Danielle Snowden, Member Benefits Team Leader, Alliant Credit Union

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   © 2017 UBM, All Rights Reserved.