september, 2020

23sep3:05 PMZone 3. Perfecting the Self Service Experience: Reduce Effort & Drive Resolution3:05 PM EDT Fab Facilitator: Lauren Kindzierski, Vice President of CX Marketing, HGS

Event Details

Everyone knows the starting point for the consumer journey is almost always the brand’s website. Yet, many brands fail at providing an effortless self service experience via both web and mobile devices. The secret to perfecting the self service experience is a combination of both an art (User Experience and Design) as well as a science (Data and a Channel Guidance Strategy). In this interactive session, we will share best practices for how to design the perfect customer self service experience that will drive issues resolution rates as high as 97%!

Call to Action:

  • Drive your self-service issue resolution rates up using data when designing your effortless experience
  • Deploy a channel guidance strategy, and AI to help customers find the right answer fast


(Wednesday) 3:05 PM EDT

Fab Facilitator

Lauren Kindzierski, Vice President of CX Marketing, HGS

Speaker Link