The customer service department is too
often referred to as ?just a cost center?. And perhaps in the past we have been
more reactive than proactive ? but not anymore.
As experience overtakes price and product
as a key brand differentiator, customer service is being recognized as the face
of, and driver for, organization-wide strategy. With a new emphasis on the
importance of customer data, support leaders hold some of the companies most
valuable insights. In order to feed that back into the organization, their
responsibilities and internal footprint are changing and, simultaneously with
customer expectations, they must evolve.
The platform to enact change and start this
evolution is reputably the 9th Annual Customer
Service Summit (Oct 23-24, NYC). The meeting strives to equip support
leaders with the tools and strategies they need to overcome these challenges
and deliver the ultimate customer experience.
That?s why we?ve gathered together those
leading customer support and experience (CS/CX) from the world?s most influential
brands to set the bar for omnichannel support and ensure we are meeting the
needs of customers of the future.
QUOTE in different text: ?The Customer
Service Summit brings high-level leaders together from a variety of industries
to learn from each other and network. We all have at least one thing in common
? we?re passionate about Customer care. The Summit provides a space for us to
learn best practices from each other and about new technologies from sponsoring
vendors.? - Michelle Buckley, Director of Operations, Customer Relations/Rapid
Rewards, Southwest Airlines
In order to stay relevant, there are two
crucial discussions that leaders must prioritize:
1.
Internal Customer-Centric Team Strategy:
How can we evolve internal structures, optimize our workforce, and close the
feedback loop to meet new customer demands?
2.
External Customer Facing Strategy: How
can we thrive in the age of exceptional experiences and develop an innovative
2020 strategy to surpass our competition?
These questions were established as key to
the future of CS/CX by the Incite Customer Service Advisory Board, who have
made a commitment to ensure this meeting is only covering cutting-edge
strategies and solutions in the most informative, impact-driven way. The board includes:
-
EVP, Global Customer Care, Mastercard
-
SVP, Customer Success Group, McAfee
-
SVP, Customer Care, Samsung
-
VP, Customer Experience, Twitter
-
SVP, Head of Growth, WeWork
-
Director, Customer and Partner Care Operations,
Starbucks
QUOTE in different text: ?During this
conference, my hope is that engagement from my fellow leaders in other
companies will spark innovation on how we evolve customer service for the
future, making it a source of delight for consumers and a primary strategic
differentiator for customer experience.? ? Michael Lawder, Senior Vice
President of Customer Care, Samsung Electronics America
Check
out the full speaker line-up for the Customer Service Summit here!
With horizontal tracks and vertical themes,
designed in collaboration with the executive advisory board, the agenda is
focused on transforming customer service to meet changing customer demands.
Attendees will leave with strategies to:
-
Build Voice of Customer Analytics into Your
Proactive Support Strategy: Create a closed feedback loop to understand how
your customers want to communicate with you, analyse resulting data to
anticipate customer expectations and improve overall customer experience
-
Deliver Seamless Omnichannel Support,
Anytime, Anywhere: Map your key points of interaction, break into new
social and digital touchpoints, synchronize channels to capture the entire
customer journey and personalize each experience
-
Build, Retain and Empower the Ultimate 2020
Workforce: Streamline hiring and onboarding, augment your workforce with
automation, knowledge systems and accurate sentiment analysis, and let
workforce optimization guide you seamlessly into the future of contact center
support
-
Scale Support with Chatbots, Automation, AI,
IoT and More: Prove ROI, seamlessly integrate innovative solutions and
effectively leverage machine learning to identify key customer friction points
to deliver personalized, automated solutions with the human touch
See
the full timed agenda for the Customer Service Summit here!
But the question remains, how are customer
service leaders eliminating ?cost-center? mentality and ensuring they are
recognized as the face of, and driver for, organization-wide strategy?
QUOTE in different text: ?At WeWork, we
see member experience as critical to member success and therefore to unlocking
account-based growth. Being able to demonstrate the tight correlation between
success and account growth builds a strong case for investing in customer service
as a revenue driver rather than a cost center.? ? Samuel Lee, SVP & Head of
Growth, WeWork
With effective internal collaboration and
data sharing, customer service is best placed to lead a customer-centric 2020
strategy. Now is the time for your department, and you as a leader, to take
these steps and enact change.
Join the America?s biggest brands in their
mission to bring customer service to the center of the business. Hear from 40+
customer support, experience and contact center leaders:
·
Global Chief Customer Officer, Johnson &
Johnson
·
VP, Returns, Walmart
·
VP, Client Services, Boston Red Sox
· Senior Director, Customer Care, Hilton
·
SVP, Digital Product, Messaging & Support, Citi
·
SVP, Global Loyalty & Partnerships, Wydham
Hotels & Resorts
·
Director of Operations, Customer Relations/Rapid
Rewards, Southwest Airlines
·
VP, Marketplace Operations, Nike
·
Brad Maglinger, Vice President, Digital, Marriott
International
·
Director, Customer Obsession, Uber
·
VP, Operations and Medical Call Lead, Cigna
·
Head of Workforce Optimization, Bed, Bath and
Beyond
·
Director, Customer Service and Support,
Microsoft
·
VP, Customer Success, General Electric, GE
Digital
·
Director, Customer Service, PVH Corp.
·
Director Customer Care, Frontier Airlines
·
VP, Customer Experience Design, AARP
·
Chief Consultant, Lufthansa Systems
·
Chief Operating Officer, Raymour &
Flanigan Inc.
And
many more? Check
out the full speaker line-up for the Customer Service Summit here!
QUOTE in different text: ?Connecting
to discuss and share strategies for customer experience is crucial to the
success of companies. The Summit brings together leaders from brands and tech
experts to converge and build on the customer service ecosystem. Customers are
clearly the most important pieces in the sales of products, and it?s critical
that companies anticipate their future needs and focus on how to keep them
engaged.? ? Rob Lawson, Customer Experience Partnerships, Google
As customer service has evolved, so too has
the Incite Group and the Incite Community. We?re excited to be creating this platform
for CS/CX leaders to share insights, network and change the face of customer
service.