Case Study: How The Boston Globe Transformed its Customer Experience

Case Study: How the Boston Globe Increased Customer Self-Service by 58% | Embracing Disruption to Get Closer to Customers

Stop the presses!  The media industry has faced massive disruption in recent years, but they are not alone.  Chances are your industry has experienced its share of disruptive forces as well.  The 142-year-old Boston Globe has a rich history of innovation, and now they're going mobile with customer care.  By embracing disruption caused by subscribers'  increasingly digital and mobile lifestyle, The Globe is getting closer to its customers at a critical time.  Register for this webinar, and you can learn from their story. 

• How can mobile make or break a broader customer care strategy?
• How do you know if mobile care is critical to your business?
• Why did The Globe choose to take action now to address mobile care?
• What operational and organizational barriers did The Globe overcome to make this happen?
• What behavioral trends being addressed by The Globe apply to your industry?

Presenters:

Robert Saurer
Director of Customer Experience and Innovation
The Boston Globe

Stephen Loynd
Global Program Director, Customer Contact
Frost & Sullivan