Common Sense Virtual Roundtable:

How To Make Customer Service Strategic

September 10th, Successfully held

Presented by

Here’s what we discussed:

37% of CS staff say they feel their customer insights aren’t being fully leveraged; the real number is likely 50%. Some companies have recognized CS is more than just a cost center and have improved product, retention and sales as a result. We discussed some concrete steps to prove the strategic value of customer service in organizations.

Moderated by

John Crouch

CRO at Augment CXM

Nathan Pitzer

Head of Marketing at
Augment CXM

Here is what we learned:

Some companies have recognized customer service is more than just a cost center and have improved product, retention, and sales as a result. But according to Augment CXM, 37% of CS staff say they feel their customer insights aren’t being fully leveraged. They also say the real number is likely 50%.

In this virtual roundtable, some concrete steps were discussed that prove the strategic value of customer service in your organization. Among the key talking points:

Focus groups are expensive; the VOC is free:

Both new and loyal customers are giving you free feedback about your product, services, CX, and CS every day. They are a free focus group that is willing to tell you what you’re doing right and wrong.

What are the loyalists saying?

There’s always a story behind the data. But sometimes there are too many things to focus on. Instead of asking customer experience survey questions solely about the transaction, focus the question on the net promoter score (NPS).

Request detailed session notes

We are careful about who we send this key document to. The session notes will be sent based on the request, provided your profile matches our qualification criteria.

About Augment CXM:

Augment Customer Experience Management (CXM) platform allows you to monitor your digital and voice communication in real-time and gives your team actionable guidance on how to best handle every customer conversation.

Who attended?

Participation in the Virtual Roundtable is free of charge to qualified attendees. Once you’ve completed the registration, we’ll confirm your invitation and send you a calendar invite with a link to the meeting.

If you don’t qualify, we’ll suggest other learning events that may be a better fit for you.

Here’s what attendees at past events have said:

I think it’s really a must-attend event for CX professionals. I’ve gone to other events in the past and this surpasses all of them.

Kimberly Carpenter

Director, Large Business Customer Experience, NRG Energy

A lot of other conferences I’ve gone to are driven off a podium, someone presenting me a solution before they understand my problem. Here I have an opportunity to talk to my peers and learn from them.

Ryan Smith

Sr. Director Care Strategy & CX, GoDaddy

I’m not part of some enormous crowd out there. I’m getting lot of interaction, hearing from people, their own personal stories. Individual examples of how people are leveraging their CX skills in their industry, in their business, in the work that they do everyday.

Nicholas Zeisler

Principal, Zeisler Consulting

Very intimate, Very one-on-one! You are able to really get a lot of candid responses, so we’re getting a ton of value from that and a lot of valuable insights.