Featured Resources

Service Excellence: Evolving from Digital-First to End-to-End Experiences

Thursday, May 30, 2019 10-11 a.m. PT (1-2 p.m. ET)

Expectations for service and support continue to rise. Customers compare their experience with your business to the best customer experiences within and outside your industry. They expect simple requests to be taken care of easily, and will reward brands that can resolve complex issues rapidly and completely.

Creating an experience to meet customer expectations must include digital service channels, but this isn't enough. Internal operations and processes -- which customers may not experience directly -- must support the delivery of a pleasing end-to-end service experience. Join us to learn:

• Techniques for instantly taking care of common customer requests
• How machine learning can assist in resolving complex issues end-to-end
• Ways to intelligently fix problems before customers know they have them
• Methods to remove roadblocks preventing the diagnosis and resolution of issues

Mark Nordberg, Director, Client Success & Operations - Tools, Allscripts

Anand Verma, VP, Technical Support, ServiceNow

Michael Runda, Customer Service Transformation Consultant, ServiceNow

CX Evolution: How H&R Block Boosted Service Quality with a New Client Feedback Strategy

Thursday, Feb. 28, 2019; 10-11 a.m. PT (1-2 p.m. ET)

How do you keep your employees focused on continually improving the service they provide to each and every client? For H&R Block’s Retail Tax group, the answer is to break it down and focus on improving each step of the experience throughout the customer journey.

Partnering with Medallia to shift their CX approach, H&R Block made changes to get more targeted feedback, along with implementing new ways to accelerate and increase feedback response. The goal: focus their 70,000+ advisors and staff on providing each client with the best experience possible. You will learn:

• Benefits H&R Block has realized from the implemented changes
• How H&R Block continues to discover areas for improvement
• Key practices that any company can use to better understand and serve their customers

Speakers:

• Pam Kennedy, PhD; Client Insights, H&R Block
• Brett Stineman; Product Marketing, Medallia