1 minute read
By Susanne Pitts
Posted in Customer Engagement
Forrester CXSF2019 will be held in beautiful San Francisco on October 17-18. As many of us know, one of the most effective ways to stand out in today’s crowded marketplace is through offering an exceptional customer experience (CX). Why not join us and find out more?
One of the sessions you’ll want to check out is “Make Better CX Decisions: The Power of Predictive Prioritization” on Friday, October 18, at 11:30 a.m. local time. Don’t miss this opportunity to hear from Verint’s Nancy Porte, VP, Global Customer Experience, and Michael B. Williams, Principal Manager – Customer Engagement, Customer Programs & Services, Southern California Edison.
Not surprisingly, there’s more customer data than ever before—in fact, it’s everywhere. So how do you know where to focus when it comes to improving the customer experience? You can't do everything. Where is the right place to allocate your CX investment and resources to have the maximum impact?
We’ll tell you. Attend this session to hear how Southern California Edison identifies the changes that will improve satisfaction where it’s needed most, prioritizes actions, and links improvements to desired outcomes. Nancy and Michael will discuss how a holistic Experience Management program can help you make more strategic CX decisions, provide actionable insights to operational teams—and most importantly—drive positive business results.
Great news—you can get insights from Nancy on a regular basis. Check out her CustomerThink blog every other month for a deep dive into a different CX topic—and how it affects real-world decisions facing pros in the field. This month Nancy explores how making your legal department your ally can potentially transform its contribution to customer success—five steps are all you need to start.
Give it a read.
And we’ll see you in San Francisco!
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