Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.
Click on session titles for full session descriptions. All times noted are in PT.
Doug Rabold (Principal Consultant, Bold Ray Consulting)
Location: Grand Ballroom 106/107
Date: Thursday, May 19
Time: 11:35 am - 12:35 pm
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!
Track : Revolutionizing the Customer Experience
Session Type: Session
Vault Recording: TBD
Audience Level: All
Much has been made in the last few years about the importance of customer experience, and before that, much was made of the importance of customer service. Are they the same thing? If they aren't, what's the difference?
We will begin by defining what exactly constitutes the difference between customer service and customer support, in simple terms that are easily communicated to all levels of a support team. We'll then examine the cultures of several well-known organizations and the interactions they have with their customers, which will illuminate the key differences between customer service and customer experience.
Once we have a firm grasp of the similarities and differences between customer service and customer experience, we'll look at the relevant metrics and measures. What are CSAT, NPS, and CES? What are these new kids on the block called QSTAC and XLAs? How does each add value, and how can they be leveraged to inform decisions that guide the customer journey?
Ultimately, this session will answer several critical questions: