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Customer Experience

Choose a Conference Track:

Session-106

Unlocking the Power of Customer Loyalty

Wednesday | 11:30 AM – 12:30 PM

Creating loyal, engaged customers is more important and challenging than ever. Research shows that US enterprises lose an estimated $83 billion each year due to poor customer service. In this session we will discuss the importance of loyalty, the fundamental components, and how to create emotional connections and exceptional experiences with customers that drive additional revenue and growth. Explore the four types of customers, and loyalty programs that will be most effective for each. Learn what the 2015 “Most Admired” and “Best Places to Work For” companies have done to improve customer and brand loyalty and increase their bottom lines!

Session-206

Transforming Customer Experience – Where Do You Begin?

Wednesday | 2:00 PM – 3:00 PM
Jeremy Watkin

If you’re starting from scratch and unsure how to build a customer experience program without a huge expenditure, this session is for you! Discover how to mine
the data at your fingertips to gather insights that will improve the customer experience: from analyzing survey data, to leveraging the insights of your agents, to text and speech analytics. Learn how to use journey maps to critically think about every step in the customer service process, and explore the metrics necessary to move the needle with key decision makers. The session provides a critical roadmap as you develop your customer experience program.

Session-306

Delivering a Highly Personalized Customer Experience

Wednesday | 3:15 PM – 4:15 PM
Max Ball

As a reseller of cruises, WMPH has used powerful customer relationships to differentiate themselves in a highly competitive market. Eighty percent of WMPH sales start on the web, but require a conversation with a live agent to finalize the purchase. The relationship between their customers and their “cruise advisors” is critical to building long term, repeat customers. They build these relationships through highly personalized customer experiences that start during the selection process and continue through to “welcome home” calls. Come hear what it takes to provide this sort of personalized service, and how you can incorporate a more personalized experience to take your own service to the next level.

Session-406

Equipping the Frontline to Deliver a Low-Effort Experience

Wednesday | 4:30 PM – 5:30 PM
Pete Slease

Most of your customers begin their service interaction on your company’s website. But where do they head after they fail to resolve their issue on your site? They pick up the phone and call a member of your frontline staff. And since your customer has already had a higher-effort-than-expected experience (failure on the web + channel switch = higher effort), you’d better make sure that your agents have the skills needed to deliver a fast-and-easy resolution. Come learn what skills your agents need to deliver a low-effort customer service experience in today’s multi-channel environment.

Session-506

Aligning Operations with Your Customer Experience Strategy

Thursday | 1:30 PM – 2:30 PM

How do customers really view their experience with your contact center? Is your customer experience strategy truly being delivered, or is your alignment out of whack? This interactive session will provide insights on aligning customer experience strategies with servicing operations, and reveal the competitive advantages of optimization. Learn the best practices of the most successful companies, and discover how to assess the eff ectiveness of your operational process and how it is impacting your customer experience. Trends, indicators, tools and optimization techniques will provide key insights on taking your customer experience to the next level and increasing ROI.

Session-506

Reengineering Customer Experience in San Diego County

Thursday | 2:45 PM – 3:45 PM

The County of San Diego’s Aging & Independence Services (AIS) contact center developed a Customer Service Excellence Program to focus on the customer experience as the driver for program success. Budget was a significant obstacle, and technology alone was not the answer. By focusing on high customer satisfaction, first contact resolution, and workforce optimization, they showed dramatic improvements in as little as five months. This session will describe the methodology they used to identify gaps in their service quality program, and how they implemented improvements to drive results. Their success can be used as a model to optimize your own customers’ experiences.

Session-706

Customer Feedback: Turning Information into Action

Thursday | 4:00 PM – 5:00 PM
Burg Hughes, Alex Wyatt

In this session, two very different companies will share how they have integrated the use of customer feedback to reduce customer effort and lower their operating expenses. Learn how these unique companies in very different industries have developed processes that integrate customer feedback into their day to day operations. Understand how this customer focus has allowed them to not only reduce customer effort, but also lower their cost of service. Explore valuable concepts that apply to any business, no matter how large or small.

"Quality was a great take away and social networking too. I have come back with a lot of new quality documentation procedures that I want to start in my center."

Cynthia Brittain, Customer Contact Center Manager, Virginia Workers' Compensation Commission

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