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Conference Presentation

Customer Satisfaction and Loyalty: Two Companies, Two Journeys, Amazing Results

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Collaborative support, Squads, Swarming….what is it? Why do it? Does it work? What does it do to CSat and Loyalty? Join our industry panel to hear two members (Deltek and IBM) present their real life story. We will discuss what prompted the shift from tiered to collaborative support. Our panel members will share best practices in terms of how the collaborative case management process was defined. What challenges can you expect in making this transition for your company. How do leaders assess how collaboration is working? This candid panel will share this information and more.

Presented By:

Judith Platz

VP, Support Services Research, TSIA

Rene Cordova

Manager, Global Customer Care, Deltek

Karen Fishwick

Client Advocate and NPS Czar, Business Analytics, IBM

Publish Date: May 8, 2018

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Peg Rodarmel, SVP, Subscription Services, Infor

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