Changing the Landscape of the Customer Experience

The Changing Landscape of the Customer Experience

Customer expectations are changing rapidly.  J.D. Power and Associates reviews Voice-of-the-Customer data and insights from 10-years of research to uncover what trends are happening in the marketplace as channels converge and customers expect more personalized levels of service.  Learn what it takes to drive high satisfaction and loyalty and why the multi-channel experience is creating some thought-shifting paradigms on how we approach customer care strategy.

• The top five drivers of customer satisfaction and why they are changing
• Macro trends in Customer Satisfaction among broad industry types
• The investments necessary to go from good to great
• How technology and new thinking around customer management can combine to create a differentiated customer experience
• Three areas where even the best companies usually fall short and what to do to improve in 30-days

Lunch & Networking 11:00AM-11:30AM

Program 11:30AM-1:00PM

$30 Members / $35 Non-members

Speaker

Mark Miller leads global strategy and market development for the Contact Center Practice at J.D. Power and Associates including the

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