CX Trends, Challenges & Opportunities
July 24 - 27, 2023 | 12PM ET
Day 3: Wednesday, July 26th
Strategy
12:00 pm - 12:30 pm
Is Customer Service Good PR?: Identifying the Point of Impact for Memorable CX
Strategy Session
Evangeline Marcial -
Director of Customer Service, Pool,
Pentair
Customer service is now a direct reflection of your brand. Since the introduction of social media, customers now have the ability to sing your organization’s praises or share their pain points for all to see. Therefore, it is now more important than ever for brands to prioritize customer needs and build a united front of knowledgeable, capable and agile employees.
Evangeline Marcial, Director of Customer Service at Pentair, will share her experience transforming customer service operations and reframing the mindset of her organization to achieve a customer-centric approach. By recognizing the frontline as what they truly are — the ultimate voice of the customer, leaders can ensure their customer service team is achieving ‘good PR’ and maximizing satisfaction.
Memorable experiences are built from an informed frontline that prioritizes customer needs, understands their concerns and meets them with tailored support. Companies must take this moment to ensure their employees are equipped to be the first point of impact for customers, delivering exceptional support at every touchpoint.
This session will highlight:
- How to transform organizational mindsets to take a proactive approach to CX management
- Insight on building an operational foundation and strategy
- Tips for empowering employees to add value to all interactions
