Customer Experience Myths and Service Slips
Presented by John Goodman, Vice Chairman, Customer Care Management and Consulting; and Greg Sherry, Vice President, Verint
On Demand Date: October 2015
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Myths can quickly become perceived truths if you’re not careful. Can the same be true for customer experience and customer service principles? In this interactive discussion, John Goodman and Greg Sherry will discuss some conventional wisdom and beliefs that may have a solid empirical basis, but are sometimes carried too far. Topics that will be discussed include exceeding customer expectations, net promoter score (NPS), courtesy and responsiveness, pricing, and root cause analysis.
-- Creative practices involving enterprise and contact center customer engagement
-- Actionable steps to take for customer engagement optimization and personalized engagement
-- Tips and tricks from several leading organizations
About the Presenters
John Goodman, Vice Chairman, Customer Care Measurement and Consulting
Over the past 40 years, Mr. Goodman has managed more than 1,000 separate customer service studies, including the White House sponsored evaluation of complaint handling practices in government and business; studies of word of mouth and the bottom-line impact of consumer education sponsored by Coca-Cola USA; and a dozen benchmarking studies of customer service, complaint handling, voice of the customer processes and the use of technology for service. He has taught service quality and service reengineering courses at
Wharton Business School's executive education program as well as in Ohio
State’s MBA program.
Greg Sherry, Vice President, Verint
Greg serves as vice president, marketing at Verint Systems, a global leader in Actionable Intelligence solutions. Greg has a strong background and measurable accomplishments in marketing, business development, and customer success. With a primary focus on analytics, customer experience, and social media, Greg has led teams at HP Autonomy, Aspect, and Verizon, where his team received the annual Presidents Award based on driving measurable contributions to customer experience and business optimization. Greg lives in Atlanta and is a graduate of Emory University.
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