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Customer Service Experience 2013 Presentations

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Monday, August 19, 2013

WELCOME & OPENING KEYNOTE: Earn Your Customers’ Rave
Use the Voice of the Customer and Employee to Transform Customer Experiences
Build a Better Working World, One Employee, One Customer, One Interaction at a Time
Sponsored Keynote Luncheon: Customer Experience: Less Is More
Personal Support on a Global Scale
Solution Sessions
Turn Big Data Into Insight and Action
Batley & Stephen - 1515_Batley.pptx
PANEL: What to Expect From Mobility and the Empowered Customer

Tuesday, August 20, 2013

SUNRISE SESSION: Surveys, Feedback and the real Voice of the Customer – Breakfast with the Experts
KEYNOTE: Grow Support Forums into a Mainstream Service Channel
How to Solve Challenging Social Media Interactions
Integrating Social Media Into Multichannel Customer Service
Leslie Ament - 1145_Ament.pdf
Effective Multichannel Engagement Strategies
Solution Sessions
Tobias Goebel - 1445_Goebel.pptx
Managing Growth and Customer Satisfaction
Anuj Gupta - 1615_Gupta.pptx
Networking Reception

Wednesday, August 21, 2013

SUNRISE SESSION: Can Gamification Move the Agent Performance Needle?
The ROI for Digital Customer Service
Nava A Shaked - 0900_Shaked.pptx
Improve the Customer Experience With Analytics
Bob McDonald - 1000_McDonald.pptx
CLOSING KEYNOTE PANEL: What Will the Customer Experience in 2020?