It should come as no surprise that voluntary turnover in critical customer-facing roles have never been higher. They seem like disconnected problems, but the good news is we can tackle them both at the same time by creating support for a grassroots Voice of the Customer (VOC) program.

Customer service has always been relevant in the T&H industry. Sitel Group® research shows that 83 percent of consumers in the T&H segment identify customer experience (CX) as one of their top three most important factors influencing their decision-making process.

This session will focus on a real‐world success story from humble beginnings to rockstar CSAT scores by using lessons learned and best practices to increase CSAT.

Listening to customers is an eco-system that must be the backbone that runs throughout the service experience and leads to success.

Businesses must leverage the wealth of data residing in many places to understand ever-changing customer needs fully & meet these goals.

There is a great opportunity to work collaboratively, as one global team, to address 6 specific challenges & achieve a steady foundation.

Organizational change management requires shifting and evolving company culture. At the core of all change and transformation, are people.