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The direct connection between the employee experience and customer experience is clear. In fact, Gallup found that businesses with cultures of high employee engagement achieve a 10% increase in customer ratings and 20% increase in sales. A positive employee experience is especially critical for team members who interface with customers: when customer service representatives are happy and confident that they have the knowledge they need, they work more efficiently, and customers feel greater confidence in the information they receive. 

In this session, Tammy Shelman, Vice President of Customer Experience at AGIA Affinity, will share how her organization uses knowledge engagement strategies to ensure Member Benefit Advisors can quickly access the most up-to-date information and deliver exceptional service.

Join this session to learn:

• How AGIA Affinity evolved their approach to knowledge management to better enable their service representatives, improve talk time, and reduce calls placed on hold
• How to use knowledge engagement analytics to ensure service representatives are keeping up with current information
• Strategies to improve service representative onboarding by connecting employees to a learning ecosystem

Speakers:

Mark Hammer, CEO at Bloomfire

Tammy Shelman, Vice President of Customer Experience at AGIA Affinity

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Digital evolution is vital for companies looking to successfully connect with their customers, who are now engaging across more channels than ever before. It’s this complexity of today’s customer journey, involving multiple touchpoints across multiple paths, that makes it imperative for companies to adopt an “Always Open” digital front door strategy. Regardless of whether it’s to make a purchase or engage a service, customers are looking for a seamless customer experience that allows them to engage whenever and wherever they are ready. And although this isn’t a new concept, it’s one thing to understand the pain points and opportunities that exist across today’s omnichannel customer journey, and quite another to drive a winning strategy to address them.

Join this discussion with Brooke Lynch, Market Research Analyst and Staff Writer at Customer Management, to learn how to turn your vision of a better customer experience into a reality and create a digital front door strategy that allows your customers to seamlessly move between the channels they prefer and never encounter a dead end.

We will cover:

- Vision and ownership

- CX front-line employee engagement

- Leading the change

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