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[Workshop] Customer Experience and the Brand Promise: Case Study and Discussion

A session at Loyalty Expo 2015

One of the biggest challenges facing organizations is the need to maximize customer engagement and increase revenue while minimizing the cost of delivering an outstanding customer experience—across all communication channels. Organizations can create a relevant and differentiated customer experience by closely linking the organization’s brand and customer experience strategy, along with aligning the right people, with the right attitude, in the right environment.

Take part in this interactive workshop and learn:

  • Why customer experience excellence and loyalty happen at the intersection of intention and brand.
  • How you can benefit from creating a unified strategy between digital and assisted service channels.
  • How one organization created a customer experience ecosystem comprised of 15 “listening posts” including social media, NPS survey, text analytics, CSAT survey, and speech analytics to drive strong ROI and customer success.

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