CXOonline New England uncut with HAMISH TAYLOR

Customer Service Expectations

09-24-2020

CXOonline New England uncut with HAMISH TAYLOR

Customer Service Expectations

09-24-2020


Technology has had a profound effect on customer service expectations. In our “one-click” society, people want their issues to be solved immediately and with minimal effort. During the last few months, organizations are reacting to a disruptive number of customer requests with fewer employees available to respond. The result? More customer frustration. The cost of delivering service is skyrocketing, while satisfaction is at an all-time low. Meanwhile, service professionals are struggling with a reactive service model that lacks visibility into the true reasons why customers are having issues.

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Hamish Taylor

Moderator:

Hamish Taylor

Former CEO of Eurostar & Sainbury's Bank / Former Head of Brands, British Airways

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Global Director of Customer Service Transformation

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