By Tuula Fai on Aug 19, 2013
The first day of the CRM Evolution 2013 Conference and Exhibition began with a dynamic keynote by Jeanne Bliss, Founder of CustomerBliss.com. She talked about organizations “becoming a part of the story of their customers’ lives” through:
Getting Real—walking a mile in their customers’ shoes
Example: USAA has new hires eat army rations, wear flak jackets and boots and go through the same insurance application processes
Being There—improving the top five contact points that matter most to customers
Example: WestJet empowers its frontline staff to give ‘honored guests’ the best experience possible
Apologizing Well—responding quickly and humbly to solve problems
Example: Southwest sends apology letters offering discount coupons to fly again.
Oracle’s very own Matt Kresch, Principal Product Strategy Director, spoke about the Modern Contact Center. To be ‘modern,’ your service organization must be able to carry on a seamless conversation with the customer across channels. A unified agent desktop—that brings all the customer information and engagement tools together on one screen—makes this possible.