By Stefan Osthaus, Founder and Managing Director, experience5 GmbH | May 10, 2018 | CCE, CCS, CCW
Over the past years, I have worked with many clients around the globe implementing powerful voice of the customer (VoC) programs. One of the most common themes I see is management’s impatience in asking for results and the customer experience teams’ frustration about...
By Ivanka Menken, Co-Founder and Director, The Art of Service | May 10, 2018 | CCE, CCS, CCW
Contact Centers are at the heart and core of any organization. They are the perfect vehicle for the business to understand what their customers need, want, desire and expect. Contact centers are where brand image and customer satisfaction levels can be made or crushed...
By James Pendergast, Senior Vice President, AARP Experience | May 10, 2018 | CCE, CCS, CCW
There’s no doubt about it, for today’s customer experience professional, the current shiny objects in the room are called Machine Learning and Artificial Intelligence – they are the belle of the Customer Experience (CX) ball! Personalizing a customer’s journey with...
By SmartAction Company LLC | Jan 31, 2018 | CCE, CCS, CCW
“The process of determining what to automate can be a journey because there are so many places to start. I am going to show and discuss a small roadmap example that’s universal to any type of business. A few real-world examples of where to start with AI are an...
By Carolyn Muise, Vice President, Chief Customer Office, Voice of the Customer, Analytics and Intelligence, Dell | Sep 25, 2017 | CCE, CCW
Carolyn Muise will be presenting the opening keynote, Driving the Organization’s Strategy via Actionable Voice of the Customer at Customer Contact West: A Frost & Sullivan Executive MindXchange in Huntington Beach, California this October. Here, she provides a...
By Burges Karkaria | Sep 14, 2017 | CCE
SESSION ABSTRACT Analytics provides the essential tuning needed to optimize the organizational engine. Big Data (and insights and predictions gained from the same) is becoming more and more a differentiating factor for several progressive companies. This session...
