Rethinking the live service interaction

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NewVoiceMedia and CEB discover the meaning and background CEB’s Customer Experience Survey. In this webinar, learn what you need to do to improve your service experience.

Despite significant investments to improve live customer interactions, businesses seem to merely keep up with, but do not exceed expectations.

Focusing on only the live part of the interaction means that you are potentially identifying less than 50% of what drives positive customer outcomes. Customers never start each interaction with a clean slate.

Topics discussed in this webinar:

  • What is happening to the investments in service?
  • The past matters to customers - a lot
  • The return of baggage handling
  • Two imperatives for service leaders

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