Enterprise Connect Schedule
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?