02feb2:25 PMCASE HISTORY – Rebooting Your CX Initiatives: Advancing from Insights to Organizational Strategy2:25 PM EST Rockstar Insights: Vinod Varma, Vice President, Omnichannel Service Experience, UnitedHealth Group
The customer service hamster wheel keeps running in every firm. There is a lot of activity but no displacement. This is ‘inertia of service’. Firms can move up the CX
The customer service hamster wheel keeps running in every firm. There is a lot of activity but no displacement. This is ‘inertia of service’. Firms can move up the CX maturity scale to become world class. Data and insights coupled with human centered design approach can transform CX and influence strategy.
Call to Action:
(Tuesday) 2:25 PM EST
Why You Should Listen to Vinod:
Vinod is responsible for using product & technology capabilities to enable a simple service experience for the millions of members and providers at United Healthcare. Over the last two years he has been able to drive significant transformation by upgrading technology infrastructure across UHC, and simplifying experience design for customer interactions across the IVR.
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