The Hero Inside: Invisible Customer Support

A session at SXSW Interactive 2011

Monday 14th March, 2011

11:00am to 12:00pm (CST)

In a customer support world, changing the mind set from successful support calls to measuring “time to happy” can be an empowering and innovative proposition. Proactive support solutions often times go unnoticed as potential issues are fixed long before customers are aware of the issue. An effortless support experience ensures that customers are free to reach their full potential without the hassle of continually picking up the phone.

LEVEL: Intermediate

About the speakers

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Kimarie Matthews

Social Media Customer Care and Communities at Wells Fargo Bank bio from Twitter

This person is speaking at this event.
Jon Swartz

Tech reporter at USA Today, fervent S.F. Giants fan and sucker for British rock and the Boss. My life improved exponentially 11/1/2010. My friends know why... bio from Twitter

This person is speaking at this event.
Bruce Temkin

Customer Experience Transformist and Chair of the Customer Experience Professionals Association (CXPA.org) bio from Twitter

This person is speaking at this event.
Toby Richards

GM of Microsoft Community & Online Support bio from Twitter

Next session in Salon C

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14 attendees

  • Anna Manasova
  • Bruce Temkin
  • Christina Ng
  • Chris Savage
  • Hanni Ross
  • Heather Rasley
  • Jon Swartz
  • kimariematthews
  • Matt Keeler
  • Micah Laney
  • Randy Mah
  • Toby Richards
  • Paul Farnell
  • Vik Doddi

12 trackers

  • Paul Boag
  • Charlie Park
  • Dave Greiner
  • Greg Horowitz
  • Justine Jordan
  • Loulia Miller
  • Chris Carter
  • Mo
  • Herman Kuiper
  • Patricia Marinho
  • Tyler Hayes
  • TyKisha

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Time 11:00am12:00pm CST

Date Mon 14th March 2011


Salon C, Hilton Austin Downtown

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