Blue Sky Session: Evaluating Your Touch Points to the Customer
Darin Phillips speaks at the March 2010 Customer Experience Summit on quantifying data from unstructured feedback and call center metrics. Based on feedback received from summit participants, the Blue Sky Session has been specially designed to allow senior customer experience executives to engage in a dialogue on how customers are quantifying their experience through more informal and unstructured basis. And how that has in turn enabled a whole new customer experience. In addition to the best-in-class and next-in-class, top executives will provide their insights on the future direction of innovation with emphasis on:
- The current economic situation as the catalyst for change
- Beating internal and external roadblocks
- Impacting positive business outcomes
- Challenging traditional performance metrics
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