How to Create an Amazing Customer Service Experience
A recent study commissioned by New Voice Media found that last year more than $62 billion dollars was lost by companies delivering poor customer service, up almost 50 percent from two years prior. A Vanderbilt University survey found that up to 40% of satisfied customers stop doing business with a company, even though they were satisfied. What can we do to ensure our organizations don’t fall victim to lost customers – and lost revenue? The answer is to create an amazing customer experience.

In this fast-paced and entertaining presentation, Shep Hyken, customer service and experience expert, will share time-proven concepts and strategies along with some of the latest trends in customer service that will help you and your organization deliver an amazing customer experience. Some of the topics that Shep will cover include:

• The difference between satisfied customers and loyal customers.
• Moments of Misery™, Moments of Mediocrity™ and Moments of Magic®
• How to create a customer-focused culture.
• Expectations you must meet to deliver an amazing customer experience.
• The latest Trends impacting customer service.
• And more

Professional Workshops (30/60/90-minutes)

• ​10:45am - 11:15am
  Email Writing Masterclass - Part 1
  E-WRITE
  
  
• 10:45am - 12:15pm
  The Amazement Revolution
  Shepard Presentations
  
• ​10:45am - 11:45pm
  Tech Panel: All Things Messaging
  Wilke Global; Premiere Response; Alta Resources; Noble Systems
  
• ​11:15am - 12:15pm
  So You Think You Can Coach? - Part 1
  Caras Training
  
• 11:15am - 12:15pm
  The 5 Habits of Great Service Leaders
  KBC Coaching
  

Professional Workshops (30/60/90-minutes)

• 1:45pm - 2:15pm
  Email Writing Masterclass - Part 2
  E-WRITE
  
• 1:45pm - 2:45pm
  Tech Panel: Artificial Intelligence - Part 1
  Alta Resources; Wilke Global; Idiomatic
  
• 2:15pm - 3:15pm
  Create a Customer Centric Organization
  Sweetwater
  
• 1:45pm - 2:45pm
  Using Your Voice to Enhance CSAT in Your Call Center
  The Voice Zone; Spokeo
  
• 1:45pm - 3:15pm
  Leading You Before Them: The Art of Self Leadership
  KBC Coaching
  

• 10:45am - 11:45am
  Tech Panel: Video Chat
  Premiere Response; Telerx; Astute Solutions
  
• 10:45am - 11:45am
  When the Journey is the Destination: Creating a First-Class Service Experience Through Voice of The Customer
  Travelzoo; ForeSee
  
• 10:45am - 11:45am
  A Modern Approach to Contact Center Training
  IHG
  
• 10:45am - 11:45am
  Three Party Promise: Breaking Down Silos and Conflict Management
  McKee Consulting
  
• 10:45am - 12:15pm
  Building Your Personal Brand
  Marshall Brown & Associates
  
  

Professional Workshops (30/60/90-minutes)

• 1:45pm - 2:45pm
  Increase Visibility and Reporting Effectiveness Using The Customer Engagement Framework: A Case Study
  Edgewell Personal Care; IHG; CX Solutions
  
• 1:45pm - 2:45pm
  Tech Panel: Artificial Intelligence - Part 2
  Astute Solutions; Idiomatic; Telerx
  
• 1:45pm - 2:45pm
  How to Speak in One Consistent Brand Voice: Air Canada Case Study
  Air Canada; E-WRITE
  
• 2:15pm - 3:15pm
  So You Think You Can Coach? - Part 2
  Caras Training
  
• 2:15pm - 3:15pm
  Enterprise Success: How Contact Center Data Can Improve Your Customer Journey: McCormick Case Study
  McCormick; 24-7 Intouch
  

Why do some individuals and teams seem like star performers, while others barely shine? Using a variety of stories, case studies and scientific research, David Burkus reveals that what makes a high-performing team isn’t just who’s on it, but also how it’s built. He explains how famous inventors, outstanding companies—even Broadway stars—benefit from focusing not just on making their teams work, but also on building their network. Audience members will learn how to determine if they’ve got the right team around them, and how to leverage their network to boost both the team’s and the organization’s performance. Forget the ropes courses and trust falls: there’s a better way to build teams.