A102 - The Power of Hello
11:15 a.m. - 12:00 p.m.
In this day of technology, overbooked schedules, and multitasking, we too often forget the basic common courtesies of human interaction that could lead to exceptional customer service experiences. Participants are encouraged to examine who they are and how they want to be perceived. In this interactive session, we discuss reasons why “Hello” has become secondary and how to reframe our perspectives to reengage our families, our colleagues, and, ultimately, our customers. “The Power of Hello” will inspire you to action by breathing life into simple acts of kindness.
Keynote Lunch: How Chatbots Are Ushering in the Era of the Digital Employee
12:15 p.m. - 1:15 p.m.
, GM Cloud and Chief Customer Officer
Imagine if you could hire someone who learns quickly. Someone who is always available, doesn’t require overtime pay, and will never ask for a wage increase. Someone who could help scale your service organization, but could also make your existing employees better at their jobs. Sound too good to be true? It’s not! Learn how a digital employee can provide immense value to organizations by managing repetitive tasks, freeing agents to focus on higher-value customer-centric activities, improving the routing of questions to answers, changing the dynamic of how you manage your workforce, and much more.
2:15 p.m. - 3:00 p.m.
Open to all conference attendees and Discovery Pass holders, solution sessions are presented by conference sponsors. The sessions are educational, and the presentations typically focus on solving real-world problems using case study examples, with a question-and-answer period that follows. Check www.CustServ Experience.com, or follow #CustSE on Twitter for updates.
Top Ten Signs Your Customer Service Needs Rebooting
, General Manager for ServiceNow Customer Service Management
Join Abhijit Mitra, General Manager for ServiceNow Customer Service Management, for what promises to be an extremely entertaining and spirited 10-minute run-down of the top 10 reasons why customer service leaders need to take a good, hard look at their current approaches to service delivery right now. You'll also walk away armed with practical recommendations to enable your organization to shift from reactive to proactive customer service delivery.
Growing up Great: Building Up to Social Customer Service Maturity
Whether you are just beginning to engage with customers via social, or you’re a large enterprise with several-hundred-person Centers of Excellence, Andy will discuss what companies have discovered about team structure, key KPIs, and how to evolve from delivering tactical customer response to becoming strategic business partners for Customer Experience.
A105 - Creating a Holistic Customer Service Experience Through Integration, Analytics, & Journey Mapping
4:15 p.m. - 5:00 p.m.
Contact center improvements usually focus on achieving a better ROI, even at the risk of compromising customer service standards. Learn how focusing first on customer service improvements can increase ROI, deliver better service, and improve the bottom line. Learn how to leverage technology and analytics to understand the true voice of the customer and make meaningful measurements and scorecards that lead to smart business decisions. Also learn how to create a customer journey mapping process that allows you to better comprehend the total customer experience and see where and how the experience can be streamlined and improved. Done individually, integration, analytics, and journey mapping will improve the customer experience. Combining all three results in a holistic customer service strategy, happier customers, and more revenue.