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Selling Proactive Customer Experience To The C-Suite

Customer engagement is an area where companies can differentiate themselves by creating a better customer experience and deeper relationships. It requires moving from a transactional mindset to a proactive mindset. Every interaction is an opportunity to add value for both the customer and your company. How do you sell the idea of proactive service to the C‑suite and the board?

Frost & Sullivan's Principal Analyst, Michael DeSalles, will discuss preparing for a board conversation with two former service executives who led customer service transformations requiring CEO and Board of Directors buy‑in.

Former Xerox and Hewlett Packard Enterprise Service Leaders, Michael Runda and Steve Young, share their best practices and how they were able to drive a customer centric experience in support of their prior companies.

  • The digital support experience
  • Artificial intelligence (AI) and the internet of things (IoT)
  • The right kinds of customer conversations
  • Proactive service as a driver of improved NPS, revenue growth and employee retention

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