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January 28-31, 2020 | JW Marriott, Nashville, TN

Mario Matulich

Executive Director Customer Management Practice

Day Two - Workshop Day: Wednesday, 16th January 2019

Wednesday, January 16th, 2019

8:10 AM Opening Remarks


2:30 PM PROJECT ANALYSIS: Implementing a KCS (Knowledge, Content, Structure) Platform for Agent Management

At Equifax, many transactions seemed just that, transactional. However, Kris, recognized that these transactions, whether B2B or B2C, need to be customer focused and went back to the drawing board to reinvent their customer journeys. The KCS platform she implemented helped her department to align with the call centers and provide a quick and efficient way to narrow the feedback loops back to the product teams.
In this one-on-one interview, Kris will share:
+ How to identify pain points to create and implement a KCS platform
+ Reinventing content to make customer journeys for both B2B and B2C and agent engagement more sensible and meaningful
+ Refocus on the customer to create a customer-centric based organization instead of a transactional organization for customer success


Day Three - Main Conference & Expo: Thursday, 17th January 2019

Thursday, January 17th, 2019

8:00 AM OPENING REMARKS

Day Four - Main Conference & Expo: Friday, 18th January 2019

Friday, January 18th, 2019

8:00 AM Opening Remarks

Check out the incredible speaker line-up to see who will be joining Mario.

Download The Latest Agenda