Case Study: How The Boston Globe Transformed its Customer Experience
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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
We respect your privacy, by clicking ‘Watch On-Demand’ you agree to having your details passed onto the sponsors who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object. In addition, you will receive our e-newsletter, including information on related online learning opportunities. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights, click here.
