As customer decisions hinge less on price and more on their service and experience, it’s important for companies to differentiate themselves through superior customer service. According to The 4 Phases to Achieving Customer Delight, joint research project between HP and ICMI, more than 70% of organizations believe they have to work harder to provide a good customer experience and need to be more consistent in these efforts. Your competition isn’t just trying to beat you on the price and convenience battlefield, they are coming after you through the customer service channels, too!
The companies that treat each customer interaction as an opportunity to create an amazing customer experience through magical moments are the companies that will win in this, the customer age. At Opentalk18, you’ll discover the key factors behind these Magical Moments so you can begin creating them for your customers.
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Here are 10 topics featured at Opentalk18 to help you create amazing customer experiences:
Today’s empowered consumers are requiring businesses to become more proactive. However, the Customer Success/Experience department tasked to lead this change is only part of the equation. Building company-wide customer-centricity requires people, processes, and technologies. But where do you start? Learn how to:
AI and bots in Customer Support are the buzzwords and hot topics in the industry right now, but many companies are still trying to figure out how best to leverage them. We will discuss how to leverage AI to improve the customer experience, explore lessons learned and examine what the future looks like.
Emotional loyalty is far more powerful than transactional loyalty. Like our most loyal personal relationships, emotional loyalty with a brand is based on a reciprocal relationship built over time. Building emotional loyalty with your customers/members does not require a loyalty program. In fact, it may be easier without one…
Customers are more informed than ever, with access to everything about your company, products and services… including other customers’ experiences. The only way to remain competitive is with an organizational culture that puts the customer at the heart of its operations.
Partner Programs can be powerful alliances that push your company forward and open a variety of doors to revenue, APIs, technology, and more. But often times, these alliances neglect to address the most vital part of the business: the customer. To be truly successful, these programs must prescribe the Customer Experience the partner provides to your end customer. Create a partner ecosystem that ensures your customers are treated the way YOU want them to be treated – whether it’s you or a partner providing the service.
You’ve established the vision for elevating your organization’s customer experience to the next level and now, you’re faced with the challenge of gaining employee buy-in. One of the traits of the world’s greatest organizations is the ability to translate executive strategy to frontline engagement and predictable performance. Examine why some CX initiatives fail and provide clear steps for driving the adoption and ultimate success of your next customer experience program.
Forrester calls it the Age of the Customer and every other business article is talking about the importance of customer experience, but what does that actually mean? More importantly, why isn’t your obsession with making your customer happy delivering tangible, visible results? Explore how to deliver an experience that becomes a key differentiator for your business, drives customer behavior, and delivers ROI on your CX program.
In today’s on-demand world, it is difficult to keep up with customers’ ever changing wants and needs. This is where challenges arise – to offer products and market them in a way that motivates customers and promotes loyalty. Delve into the importance of optimizing customer knowledge and insights to develop more efficient innovation practices, design better products and keep customers happy.
The way customers measure their experience is changing. The ability for a company to leverage the cloud across all contact points will help deliver a better customer experience. Learn:
By 2020, over half of the revenue of the top 50% of the Global Fortune 2k will be digitally delivered. This represents a fundamental shift in how and where companies derive their growth. This shift will also require reimagining customer service. In an always on, always connected world, companies have the power to understand the context of use of their products and services like never before. Customer service can no longer be reactive; customer service must go on offense.
Join thousands of brilliant visionaries in the most thought-provoking customer experience event of the year. Opentalk is exclusively designed to help you create extraordinary conversations and spark more of those magical moments. With a strong roster of the best and brightest speakers from the customer service industry, Opentalk18 will take a comprehensive look at the issues we face today and provide paths to the Amazing Customer Experiences and Magical Moments of tomorrow.