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Customer Service Experience 2015 Presentations

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Monday, August 17, 2015

WELCOME & OPENING KEYNOTE: Smartcuts: How to Accelerate Success That Matters in Business & Life
Redefining Service KPIs to Reflect the Customer Journey
What’s Your Next Move? Building the Case for an Effective CX Strategy Across the Enterprise
LIGHTNING ROUND (12-minute sessions)
Johan Jacobs - 1315_Jacobs.pdf
Ian Jacobs - 1315_Jacobs(1).pptx
Solution Sessions
Social Media Is Entering the Mainstream of Telecoms Customer Care Operations
Mark Mortensen - 1515_Mortensen.ppt
Mark Mortensen - 1515_Mortensen.pdf
Leverage Predictive Analytics to Optimize Customer Experiences

Tuesday, August 18, 2015

SUNRISE DISCUSSION: Customer Experience: The 911 Call
Holton & Sahm - 0800_Holton.pptx
The Southwest Way: Successful Practices of a Market Leader
Hiring to Win: Finding Brand Engagement Rock Stars
Five Steps to Greater Customer Loyalty
LIGHTNING ROUND (12-minute sessions)
Richard Shapiro - 1345_Shapiro.pptx
Solution Sessions
BREAK IN THE CUSTOMER SOLUTIONS EXPO
5 New Secrets to Outstanding Customer Service
Jeff Toister - 1615_Toister.pdf

Wednesday, August 19, 2015

SUNRISE DISCUSSION: Organizationally Integrating Customer Feedback to Reduce Customer Effort
Burg Hughes - 0800_Hughes.pptx
From Multichannel to Omnichannel: A Strategic Overview to Transform Your Customer Service
PANEL: Strategies to Grow and Maintain a Successful Social Community
BREAK IN THE CUSTOMER SOLUTIONS EXPO
CLOSING KEYNOTE PANEL
Randi Busse - 1145_Busse.doc