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On Demand Webinar

5 Ways to Achieve Operational Excellence in Customer Service

Providing great customer service requires delivery of a connected, end-to-end experience across the full customer journey. Yet many organizations still don’t measure the full customer experience and the associated customer satisfaction. If they do, they only focus on the front-end customer engagement and don’t evaluate the back-end operations.

Customer service leaders should be examining all aspects of their operations for ways to deliver better customer outcomes. Join a panel of experts who will discuss operational excellence and provide recommendations on how to increase the value of support services for your customers. In this webinar, you will learn:

  • How operational excellence is evolving from efficiency to effectiveness.
  • How new digital technologies, such as AI and IoT, can help you create sustainable improvements.
  • Why customers matter more than operations.


Presented By:

John Ragsdale

Distinguished VP, Service Technology Research, TSIA

Ian Ashby

Director, Customer Service Transformation, ServiceNow

Esteban Kolsky

Founder, thinkJar

Publish Date: October 11, 2018