Learn some of the secrets behind Amazon's® success along with other best service leaders such as Fiserv's CheckFree® division and T-Mobile®. You will also learn how to design and apply a new set of metrics to frame customer needs and how your organization can automate, eliminate, simplify, or leverage customer contacts in order to improve operations and customer experience. You will also be able to motivate and empower your front-line employees to listen to customer voice and deliver customer happiness.
Agenda
Faculty
Bill Price
Driva Solutions
- More than 33 years progressive experience in the services industry analyzing, framing, and delivering great customer experiences
- Designed and put into place many of Amazon's customer-centric programs as the 1st Amazon Global VP of Customer Service, reducing contacts-per-order by 70% while scoring a record 88 on the ACSI survey
- Build MCI Call Center Services into a $700 million division with outsourcing, network-based automation (today called cloud services), call routing and consulting services
- Lead co-writer of the acclaimed ground-breaking book The Best Service is No Service: How to Liberate Your Customers From Customer Service, Keep Them Happy and Control Costs (Wiley, 2008)
- Started career with McKinsey & Company in its San Francisco and Stockholm offices
- Keynote speaker at industry and organizational conferences in more than 20 countries including Australia, Bulgaria, France, India, Japan, Singapore, South Africa, Sweden and the UK
- Co-founded the 10-country LimeBridge Global Alliance which has served more than 600 clients worldwide
- Can be contacted at [email protected]
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