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Journey from using response, resolution and satisfaction to understanding the customer's expected value using existing organizational knowledge and data. Classify and pool cases to rapidly deliver knowledge to the front-line support teams. Use existing customer profiles to tailor the customer experience.
Senior Director, Customer Support, Coupa Software
Publish Date: May 2, 2017
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
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