Self Service vs. Assisted Service - The New Battlefield of CX

Presented by: 
Cathy Cox, SVP - Omni Channel Strategy Business Lead, SunTrust Bank

Missed a CCW Executive Exchange? Customer experience can include a lot of elements, but it really boils down to the perception the customer has of your brand. Even if you think your brand and customer experience is one thing, if the customer perceives it as something different, that is what the actual customer experience is.

Emerging Technologies in the Utility Industry to Meet Today's Customers' Expectations

Presented by:
Hui Wu-Curtis, GM, Customer Service Operations & Strategy, APS (Arizona Public Service)

Leading CX Transformation is a Customer-Focused Tech Organization

Presented by:
Sue Martin, VP, Global, Customer Service, Newegg.com