Theme:
Transitioning to a New Customer and Organizational Dynamic

Speaker:
Deb Zell
Director, UX/Service Design/Journey Management
Dell

Abstract:
Many companies miss clues around how their customers want to do business with them as a result of how their contact options are configured. In some cases, a simple label change can mean the difference between a sale and silence. Participants will learn about real world examples, how to diagnose issues, what to do about them.

Key Take-Aways:

• ‘Obvious’ contact options may be scaring your customers away; how to identify these situations and what to do about them
• Different situations may mean different contact preferences from the same customer; we’ll review innovative approaches to helping customers navigate a complex contact architecture
• How to plan for, and manage, incoming customer contact through channels you may not be expecting customer contact through

Note: The 30-minute presentation will be followed by a 15-minute, interactive, virtual roundtable discussion, exclusively for Customer Engagement Leadership Council members and associate members.