When always-on and customer experience collide, there isn’t room for error. Personalization, proactive customer service, value and experience related to price, chatbots, speed, convenience — in this conversation we’ll explore the post-modern world of customer service experience, which brands are doing it right, and why.
– Robert Schwartz, Global Leader, Agency Services, IBM iX (moderator)
– Gadi Shamia, COO, Talkdesk
– Craig Davis, Founder & CEO, Agent IQ
– Arthur Néau, Head of Product, NextUser
As Adobe Summit kicks off, CXOs and digital leaders are coming to see their ability to drive hyper-personalization is finally within their grasp. Brands realize they won’t thrive by personalizing only a few customer experiences. The efforts spent on occasional outreach are better spent on a process that continuously learns about customers because the brand […]
It’s no secret that patient centricity is one of the most pressing priorities for health care and life sciences (HCLS) organizations. From pharmaceutical companies to urgent care facilities, organizations across the industry are asking how they can prioritize patient outcomes and meet consumers’ expectation for on-demand care delivered on their terms. But simply slapping the term […]
When I ask any clinician for an opinion on a brand that gives customers a great experience, the answer is never a health care or life sciences brand. It’s always a brand such as Amazon, Netflix, Uber, Nordstrom or Starbucks — and for good reason. The organizations underpinning these brands manage their whole strategy or […]