Featured Resources

Put the Customer Experience First: How to Up Your Omnichannel Service Game

Thursday, Sept. 26, 2019 10-11 a.m. PT (1-2 p.m. ET)

Today’s consumers expect a seamless or “omnichannel” service experience, so they can continue a conversation in a different channel without any friction. Yet, due to legacy service technologies that prioritize agent experiences, consumers are still forced to navigate siloed channels.

Using modern technology, brands can empower customers and agents to switch between phone and messaging, without losing context. Join us to learn:

• The three steps needed to break down the silos separating phone and digital support
• How to connect online and offline channels to modernize self-service
• Ways that traditional call centers can bridge the gap to digital support to leverage messaging, AI, and bots

Speakers:

Abinash Tripathy Co-founder and Chief Strategy Officer Helpshift

Chris Bergin Principal Business Development Manager Amazon Connect

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