KEYNOTE VIDEO – Technology Enablement for Personalized and Predictive Services
Presentation by Anindya Sundar Das Senior Director, Head of Global Service Design Uber
Still Measuring Customer Satisfaction? That Might Be the Problem
Imagine: You go out to dinner. The table’s clean. The food arrives on time. The service is polite. Nothing goes wrong. Later, someone asks, “How was it?” You pause. “It was fine.” That one word—fine—reveals everything. You probably wouldn’t return because ‘fine‘ is...
Q&A with Natalie, Beckerman, Global Head, Customer Support Operations, IHG Hotels & Resorts
From the Frontlines to the Strategy Room: Beckerman’s Playbook for CX Success Frost & Sullivan recently chatted with customer contact leader extraordinaire Natalie Beckerman. Natalie has run top tier, large scale operations driving transformation and change,...
The Brand is the Experience — Not the Ad
A Call for Marketing and CX Leaders to Deliver on the Promise, Not Just the Pitch Let’s rewind for a second. Do you remember when “false advertising” meant a brand made misleading product claims or used bait-and-switch tactics? Today, it’s not just about what was...