Breakfast Briefing: Digital-First Customer Service with Khoros and J.D. Power
Chris DeLambo (Digital Service Strategy, Director, Khoros)
Mark Miller (Practice Leader, Customer Service Advisory - Global Business Intelligence, J.D. Power)
Location: Suwanee 2
Date: Tuesday, March 28
Time: 7:15 am - 7:45 am
Pass Type: Entire Event Orlando - Monday-Thursday, Tues - Thurs Conference Orlando, Expo Plus Orlando - Get your pass now!
Session Type: Breakfast Briefing
Vault Recording: TBD
This presentation exposes the multi-faceted complexities and “the chaos” that has inherently evolved within the customer experience (CX) and customer service (CS) industries that often thwarts Brands from deploying their ideal CS or CX offering.
By understanding the complexities that exist in these two overlapping spaces organizations can better equip themselves with a strategy that will limit or mitigate their exposure to the costly challenges created by this chaos. Empowering organizations to produce an efficient, streamlined, digital-first offering with customer experience and agent experience top of mind.
This presentation offers two modeling options for brands to consider as they begin to evaluate and modernize and or digitize their CS or CX offering.
After going through this presentation a participant will be able to do the following:
1. Have a better understanding of the challenges all organizations face within the CS and CX space.
2. Begin to identify how these challenges have manifested into their brand's CS or CX offering.
3. Have two modeling options to consider as they look to revamp or reinvent their CS or CX offering.
