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Most products and services have become commodities so how does a company differentiate itself? There is only one real way, the experience your customers have with your company. What is their perception after their interaction with your customer service operation? In this session we will discuss what the benefits could be for your company by focusing on and measuring customer success. You will hear how Snap-on Tools, a leading global innovator, manufacturer and marketer of tools, used speech analytics to capture critical feedback from their customers and incorporated it into their customer journey mapping to identify areas of opportunity with huge financial implications to the company. You will hear how they engaged with their Customer Experience team and presented their findings to senior management in order to gain executive sponsorship.
Principal Global Market Consultant, Verint Systems
Business Analyst, Snap-on
Publish Date: October 20, 2015
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Peg Rodarmel, SVP, Subscription Services, Infor
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