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Customer service is moving to customer experience, and modern HR departments must keep up, or fail at sustainability. Employees are demanding more value and a shift from reactive reporting to real time services is required. In the future, the customer experience will be measured by value, contribution, impact and sustainability. This presentation will share three secrets to leading the change to an amazing customer experience. You will learn how motivation theory applies to the customer experience, how to align client values with communication styles and how great customer service depends on high-performing employees and an engaged culture.