Featured Resources

For a Great Service Experience, Engage with Customers in Their Native Languages

Thursday, May 27, 2021 10-11 a.m. PT (1-2 p.m. ET)

Less than five percent of the world’s population speaks English as a first language. And, 74 percent of consumers prefer to buy products in their native language. Yet global businesses often overlook the importance of providing multilingual support to their customers.

Learn how BlueJeans, a video conferencing provider, handled an exploding volume of customer interactions requiring translation. Industry experts will discuss why well-translated user content needs to be considered beyond simple chat conversations.

Speakers:
• Heather Morgan Shoemaker, CEO, Language I/O
• Dipen Shah, Director of Technical Support, BlueJeans
• Belén Agulló García, Ph.D., VP of Learning, Nimdzi Insights
• Kaarina Kvaavik, Chief Business Officer, Language I/O

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