**This is an encore presentation of popular content from the SOCAP 2019 Re-Imagine Conference!
Are you trapped in an exhausting cycle of trying to demonstrate the value of customer service? Effectively telling your customer service story at scale requires service leaders to understand the science of storytelling. Beyond just visualizing data, mastering these steps will help you get people to open their hearts and tell you what it’s really like to be your customer. More importantly, it will help you package this information in ways that move your teams to action—and commitment.
In this session, you’ll learn the science of stories that stick in our memory and move us emotionally. We’ll show practical examples of powerful techniques used everywhere from the New York Times’ Bestseller List to your favorite Netflix series to consistently win your internal audience.
- The definition of storytelling vs. journalism (according to Academy Award-winning screenwriter Aaron Sorkin) and why it’s critical for you to understand it.
- Why Titanic is not just a story about a ship that sinks.
- Story curation tools you’ll use to automate storytelling every day in your company.
Max Israel, Founder and CEO, Customerville
Lisa Oswald, Head of Customer Service, Travelzoo
Max Israel is founder and CEO of Customerville, the design-driven Voice of the Customer platform. Customerville is dedicated to blending technology, art, and behavioral science to elevate Voice of the Customer—a concept it refers to as “design-driven feedback.”
In 2003, Customerville registered what was among the first real-time customer feedback surveys on the internet. Today, Max’s company works with brands in over 20 countries and in a wide variety of sectors, including insurance, finance, medicine, hospitality, and retail.
Max is a passionate advocate for change in how companies measure and use customer experience data. He believes that, too often, companies focus on the dry exercise of collecting data and distributing this information. Design-driven feedback offers us the chance to use technology to curate these stories in ways that make customers feel listened to and employees feel valued.
Max is the author of the widely read customer experience book Design-driven Feedback. His regular vlog on the subject of customer experience, 40 Billion Reasons, is viewed by over 5,000 people per week.
Max and his family live in Valencia, Spain, where Customerville has its European headquarters.
Lisa Oswald is senior vice president and global head of customer service in support of Travelzoo’s 28 million members worldwide. Well-versed in travel, previously she was vice president of operations and customer service for Priceline.com, where she led sales and service for the dot com and its affiliate partner network, from startup through more than a decade of transformational change. Lisa is a director of SOCAP International and an advisory board member with Execs In The Know, a global community of customer experience executives.