Approaches to Providing Proactive Service to Prevent Unnecessary Contacts and Improve Customer Engagement
Strategies for Managing Change in Customer Care Organizations
Automating Customer Service Processes
Approaches to Developing Leadership Skills in Frontline Supervisors and Managers
Strategies to Reduce Customer Effort and Increase First Contact Resolution
The Voice of Customer Program in a Post-survey Age: How to Listen When No One is Talking
Creating a Single Source of Truth: Strong Knowledge Management Resources in Customer Care
Employee Experience: The Edge to Creating Enriching Customer Experiences
Committing to Quality: Strong Customer Service Operations
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Kickoff Meeting
Comparison of Participating Organizations' CX Team Structures, Roles and CX Metrics Used
Assessing Customer Experience Program Maturity, Developing a Program Strategy and Making a Business Case for Investments in Customer Experience Measurement and Improvement
Creating Cross-Functional Alignment with a CX Framework and Linking CX Metrics to Organizational KPIs
Designing CX Surveys and Channels / Methods Used for Collecting CX Data
Tapping Into Unstructured and Operational Data for CX Insights + CX Data Collection and Management Tools Used by Members
CX Data Analysis Methods & Techniques and Integrating CX Data from Multiple Sources for a Holistic View
Tools for CX Data Analysis & Distilling/Sharing Actionable Insights and Improvement Opportunities
Developing, Incorporating and Evaluating the Effectiveness of CX Improvement Actions