Conference Presentation

Case Study: Beyond CRM - A Roadmap to Customer Service Transformation

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According to Forrester Research, 80% of companies believe they deliver superior customer service. Only 8% of their customers agree with them. So what's behind this staggering customer service experience gap? Find out firsthand as Eyal Lubin, Service Operations Director at NICE, shares his roadmap for customer service transformation. You'll discover how his organization made the transition from a siloed CRM approach to a fully connected and automated solution that resolves the underlying cause of an issue before a customer even picks up the phone. Learn how NICE modernized customer service: The rationale for going beyond CRM and investing in a modern customer service management solution Approaches to enlisting the entire organization in customer service Establishing best practices for a successful enterprise-wide rollout The change management process

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