Increasing touch points for customers have significantly increased the complexity of delivering a consistent, high quality customer experience. Gone are the days of having to provide consistency across just email and telephone channels. With the introduction of additional channels like live chat, chatbot, apps, in app messaging, Facebook the challenge is in coordinating each of these services to provide what the customer needs, with an experience that delights, every time.
This workshop is an opportunity to benefit from the insight of Raed Moukarem, Executive Director- Member and Market Insights at USAA. We invite you to share with us beforehand, your biggest challenges in delivering a high quality Omnichannel experience, Raed will be tailoring this workshop around your biggest collective pain points.
What you will learn:
How to drill down into what your customers require from each channel
How to create a culture of service, which permeates across all channels
How to simplify management of the omnichannel environment
A commitment to caring for their members has enabled USAA to remain competitive in the financial services industry for nearly 100 years. Nearly 5 years ago USAA strengthened this commitment to customer through introduction of the NPS and a focus on Nurturing a USAA culture with a continued focus on member satisfaction. USAA has received global recognition for this CX program and the results speak for themselves:
The highest NPS score in USA’s financial services sector and among the top 1% across industries
Consistent business growth for 8 years
More effective marketing spend
What’s the secret ingredient in this recipe? It’s the customer service culture. In this keynote address, Raed will share insights into:
Building the capabilities to incorporate customer surveys and untidy data into actionable insights for the business across all channels
Taking an iterative approach to sustaining a culture of service by making small tweaks to behavior based on customer data
Measuring the culture of engagement through employee experience and tying this to CX
Check out the incredible speaker line-up to see who will be joining Raed.