Enterprise Connect is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Customer Satisfaction: Why Business Leaders Fail to Recognize How Bad Customer Service is—and How to Fix it

Robin Gareiss  (CEO & Principal Analyst, Metrigy)

Date: Monday, March 17

Time: 9:00 am - 9:45 am

Pass Type: Premium

Session Type: Impact Summit

Vault Recording: TBD

Customer satisfaction keeps dropping, despite all of the technology companies are adding to their contact center portfolio. Only about 19% of consumers say customer service has improved, yet 77% of business leaders think it has. That's a huge disconnect! And the misalignments don’t end there. During this provocative session, you'll learn what's happening with customer service and why, based on extensive consumer and business research:

  • What technologies do and don't resonate with consumers?
  • What are businesses doing wrong that is causing this customer discontent?
  • Which plays a bigger role, technology or people, in delivering stellar service?
  • What are the top 5 things you have to change in order to improve your company's CSAT?