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Real-World Lessons from T. Rowe Price on Building Client Trust and Loyalty

Customers today want an effortless customer experience centered around their needs. They become frustrated when service representatives ask for the same information multiple times or are unable to effectively diagnose and resolve issues. This can lead to an erosion in trust. In the Financial Services industry, maintaining and strengthening relationships with clients is critical for ensuring their needs are met. They develop trust with the institution and become loyal customers.

Join this webinar to hear Blake Morgan, the customer experience futurist, speak about how the future belongs to companies that "do more" for customers, and leverage the right technology to do so.

Blake will be joined by Matt Johnson from T. Rowe Price Retirement Plan Services, Inc. The firm developed a more efficient process for managing work to address the needs of their clients. Instead of being driven by their email inboxes, associates could focus on more consultative conversations with clients. In turn, clients received more transparency and a stronger partner in managing day‑to‑day activities of their plans.

By attending, you will learn:

  • Why getting customers and agents out of their inboxes is critical to ongoing satisfaction
  • Ways to use automation to strengthen client relationships, not push them away
  • How ServiceNow Customer Service Management paves the way for more meaningful client interactions and conversations

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