CCW Vegas

Jun. 21, 2023 at 8:45-9:15 a.m.

There hasn’t been a better time for businesses, no matter the size or industry, to make modern customer service their edge. According to Harvard Business Review, overall customer satisfaction has been trending down since 2019 and hit a two decade low in 2022. Retail shoppers, healthcare patients, banking and insurance clients — all expect their customer service outcomes to be nothing short of exceptional.

Join Andy Dobrov, chief customer officer at Talkdesk, and hear from three leading brands about how they’re taking their own unique approaches to delivering modern customer service to grow their customer lifetime value, operate more efficiently, and maximize their technology investments. You’ll hear perspectives, tips, and advice from:

• Fred Kleiman – CX Expert, Former Leader at AMC Networks, AT&T and Verizon
• Jeff Sturman – SVP & chief digital officer, Memorial Healthcare System
• Nicole Safford – AVP, Member Solutions Center, Apple Federal Credit Union

Jun. 21, 2023 at 12-12:45 p.m.
Location: Caesars Forum | Las Vegas

The bar for customer service hasn’t stopped growing. Even if consumers are in love with a brand, 75% of them would leave that brand after multiple bad experiences. The good news? The solution doesn’t have to cost a thing. According to Talkdesk Research, the most beloved brands tend to have one major thing in common: an emphasis on human connection and experiences.

Join Nicole Safford, AVP, Member Solutions Center at Apple Federal Credit Union (Apple FCU) and Amy Payne, VP, global customer, partner, and events marketing at Talkdesk as they discuss:

• How nurturing human connections in the contact center led Apple FCU to develop more effective, customer-centric agents.
• Key metrics and KPIs Apple FCU tracks to ensure they’re driving exceptional business outcomes.
• Technology’s role in providing modern customer service and what to look for when evaluating a solution.