Presented by Renee Cacchillo Senior Vice President, Brand and Technology Safelite Group

By Alpa Shah Global Vice President – Digital Transformation Frost & Sullivan     It was a true pleasure wrapping up three days of learning and fun with three insightful and engaging panelists – Terry Blankenship, Associate Vice President, Contact Center Solutions of...

By Gregory Derwart Managing Director, Administration and Customer Experience Maryland Department of Commerce     When Maryland Governor Larry Hogan implemented his statewide “Customer Service Initiative,” the messaging was all about the customer. He had campaigned on...

By Stefan Osthaus Founder and Managing Director experience5 GmbH     Over the past years, I have worked with many clients around the globe implementing powerful voice of the customer (VoC) programs. One of the most common themes I see is management’s impatience in...

By Ivanka Menken Co-Founder and Director The Art of Service     Contact Centers are at the heart and core of any organization. They are the perfect vehicle for the business to understand what their customers need, want, desire and expect. Contact centers are where...

By James Pendergast Senior Vice President AARP Experience     There’s no doubt about it, for today’s customer experience professional, the current shiny objects in the room are called Machine Learning and Artificial Intelligence – they are the belle of the Customer...

With service now the biggest competitive differentiator, it’s no longer enough to provide efficient, or even tailored service. Today’s customers expect an increasing level of personalization and will choose to buy from the brands that are able to offer service...

Many types of customers contact your brand. Prospective customers wanting to learn more about your products or services. Existing customers with questions or who want to purchase an upgrade from you. Existing customers who are experiencing issues. But no matter the...