{"id":16919,"date":"2019-08-28T11:12:08","date_gmt":"2019-08-28T11:12:08","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=16919"},"modified":"2020-07-10T18:39:04","modified_gmt":"2020-07-10T18:39:04","slug":"north-americas-must-attend-customer-service-strategy-meeting-hits-nyc","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/north-americas-must-attend-customer-service-strategy-meeting-hits-nyc\/","title":{"rendered":"North America\u2019s Must-Attend Customer Service Strategy Meeting"},"content":{"rendered":"

The customer service department is too often referred to as \u201cjust a cost center\u201d. And perhaps in the past we have been more reactive than proactive \u2013 but not anymore.<\/strong><\/p>\n

As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. With a new emphasis on the importance of customer data, support leaders hold some of the companies most valuable insights. In order to feed that back into the organization, their responsibilities and internal footprint are changing and, simultaneously with customer expectations, they must evolve.<\/p>\n

The platform to enact change and start this evolution is reputably the 9th Annual Customer Service Summit<\/strong><\/a> (Oct 23-24, NYC). The meeting strives to equip support leaders with the tools and strategies they need to overcome these challenges and deliver the ultimate customer experience.<\/p>\n

That\u2019s why we\u2019ve gathered together those leading customer support and experience (CS\/CX) from the world\u2019s most influential brands to set the bar for omnichannel support and ensure we are meeting the needs of customers of the future.<\/p>\n

\"CX<\/a>\u201cThe Customer Service Summit brings high-level leaders together from a variety of industries to learn from each other and network. We all have at least one thing in common \u2013 we\u2019re passionate about Customer care. The Summit provides a space for us to learn best practices from each other and about new technologies from sponsoring vendors.\u201d – Michelle Buckley, Director of Operations, Customer Relations\/Rapid Rewards, Southwest Airlines<\/strong><\/em><\/p>\n

In order to stay relevant, there are two crucial discussions that leaders must prioritize:<\/p>\n

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  1. Internal Customer-Centric Team Strategy<\/strong>: How can we evolve internal structures, optimize our workforce, and close the feedback loop to meet new customer demands?<\/li>\n
  2. External Customer Facing Strategy<\/strong>: How can we thrive in the age of exceptional experiences and develop an innovative 2020 strategy to surpass our competition?<\/li>\n<\/ol>\n

    These questions were established as key to the future of CS\/CX by the Incite Customer Service Advisory Board, who have made a commitment to ensure this meeting is only covering cutting-edge strategies and solutions in the most informative, impact-driven way. The board includes:<\/p>\n