Day One: Using Customer Insights to Streamline Experiences
Monday, August 17th, 2020
While the long term goal of CX is streamlining points of friction, shouldn't you be responding to current complaints and issues that customers have now? The role of your department is to listen and gather feedback, but more often that not, that feedback never gets responded to and your customer might not know that changes are being made based on their feedback. How do you close the feedback loop and make customers aware that their feedback is being listened to. Join us to hear from our panel on their approach to the following points:
• Critical insights from your customers aren’t just a way for you to improve future experiences
• If a customer has a bad experience and provides feedback, reaching out to them to resolve their issue or try to diffuse a bad situation can turn a detractor into a advocate
• Is your company set up to reach back out to customers that have provided feedback to either fix a problem or let them know their feedback helped improve future experiences?
• What technology or strategies can help you get to this point?
Day Two: Converting to a Customer First Culture & Working Across Silos
Tuesday, August 18th, 2020
Your frontline is the backbone of your brand. They have face to face interactions with your customers every day. Their reactions to situations will shape how customers feel about you and can keep customers from abandoning you Join this panel to hear about:
•How to get these employees bought into customer experience
•What methods of motivation keep employees going, even when they might be dealing with upset customers
•How to establish a culture that motivates, not just pay them to do better