Changing the Landscape of the Customer Experience

  • 14 Jul 2011
  • 11:00 AM - 1:00 PM
  • National Instruments, 11500 N MO Pac Expy, Building C Austin, TX 78759
  • 10


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  • Guests & General Public

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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.

What will attendees learn?

  • 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



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

Certified Call Centerprogram, the Certified Technology Service and Support program and contact center performance improvement consulting. He has 17 years of experience in sales, operations and customer experience improvement - several with Fortune 500 companies and large foreign-based service providers.

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535 E. 5th St., Austin, TX 78701  | 

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