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The Truth About Customer Care: 3,500+ Consumers Tell It Like It Is


Air Date: November 17, 2021
Time: 1 pm ET
Presenters:

Sean Wisdom

Moderators: Tim McElgunn
Sponsor:
Logo for Arise Virtual Solutions

Watch the webinar video below.


Join us for a deep dive into one of the largest independently fielded primary research study on customer care in the industry. Arise polled 3,500+ consumers across nine verticals in a quantitative and qualitative study that covered everything from the main drivers of customer loyalty to perspectives on automated systems. With no specific brand or product focus, this is the broadest study to date on how consumers feel about their experience in dealing with the channels, systems, and agents of customer care. You will learn:

  • What’s most important in driving loyalty
  • The most frustrating aspects of customer care and why consumers escalate issues
  • Satisfaction with response times, agent knowledge and channel availability
  • Consumer priorities regarding agents’ tone, authenticity, and compassion
  • The truth about consumers’ frustrations and expectations of chatbots and automated systems

In this session, Sean Wisdom will present the raw data and qualitative insights that will help you improve CSAT and NPS and shape your overall CXM strategy for 2022.

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Presenters
Headshot for Sean Wisdom
Sean Wisdom
SVP, Arise Virtual Solutions



Moderators
Headshot for Tim McElgunn
Tim McElgunn
Principal Analyst, ICMI
Tim McElgunn is Principal Analyst for HDI and ICMI, producing and managing content and events for our community of contact center and technical support professionals. A skilled analyst, strategic advisor, writer and editor, Tim has extensive experience researching, synthesizing, and explaining strategic, regulatory, technology, and service trends. Before joining the Informa team, Tim held senior editorial and analysis roles at Bloomberg Law, Stratecast Partners/Frost & Sullivan, and Gartner.

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Topics: Customer Experience, Strategy, Director