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June 22, 2012
Tune in to the Dell Customer Service Think Tank, Mon 6/25
If you want to get the latesting thinking, best practies, and trends in Customer Service, Dell will be livestreaming a Think Tank that will be held in Austin this Monday. I will be moderating an esteemed group of customer service practitioners from various companies, such as Intuit, Citrix, Nationwide and Wells Fargo as well as customer experience experts Liz Strauss and Becky Carroll.
9:00 -10:00 am (all times in CST): Welcome, introductions, review goals for the day
10:00 - 11:15am: Social Service. How to integrate social into the service mix, how to scale social service, how to deliver consistent service across social and traditional channels. We will discuss the challenges with social service as well as solutions and best practices.
11:30am - 12:30pm: Internal Challenges. How to bring together customer service, marketing, PR and corporate communications for the good of the customer experience. How organizational culture and values affect customer service. How to get the rest of the business to see service as a sales tool. We will discuss internal service challenges as well as solutions and best practices.
1:30 - 2:45 pm: Break-out topics. We will use this time to break out into small groups to discuss topics that the group is most interested in, unconference-style. Topics could include: mobile, metrics, tools and technology, etc.
3:00 - 4:00pm: The Future of Service: What will customer service look like 3-5 years from now? What are the game-changing trends that will affect how we deliver service? How will we best prepare and capitalize on these changes?
4:00 - 4:30pm– Closing remarks
Hope you can join us!
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