Jerry Campbell

Sr. Customer Experience Manager 7-Eleven

Thursday, August 13

Thursday, August 13th, 2020

12:45 PM Workshop 14: Think Beyond CRM to Build Your Case for Better CX and Customer Service

Blueprint a business case for digital transformation of your customer service.

Innovative companies are going beyond traditional CRM and gaining a competitive edge by delivering richer customer experiences. This interactive workshop will explore how you can upgrade your current approach to customer service. We will share how fundamental changes in technology, such as machine learning and chatbots, and business practices, such as proactive service, are driving new, transformational approaches to service. Interact with your customer service peers, hear a real-life example from our customer, and finish the workshop knowing how you can quantify success and build the business case for change.

Thursday, August 27

Thursday, August 27th, 2020

1:30 PM 7-Eleven: Digital-Enabled to Meet the Customers' Intent

7-Eleven selected ServiceNow for customer service and voice of the customer workflow processes. Prior to implementation, all customer service cases and experience survey feedback were funneling through one intake method with no distinguishable flag separating the two. This resulted in delayed customer outreach and resolution, low servicing satisfaction, and high cost of servicing. Today, quality of service has improved, root causes are identifiable, and continuous improvement has occurred, resulting in case volume decreases of 93% (actionable case identified) and a 205% increase in case resolution rate. Attend this session to learn how this was possible.