How to overcome a

Customer Engagement

disaster and thrive

Thomas RebelCustomer Director

Effortless Home Assistance

Less Loyal

MoreLoyal

Below Customer Expectations

Meets Customer Expectations

Exceeds Customer Expectations

The Perception

The Reality

Let’s listen to our customers

Every Customer touch point across the business Effort Score plus verbatim Multi-channel Agent access Management MI

Rant & Rave Surveys

Everybody likes positive feedbackCustomer-focused incentives

Driving process changesCustomer issue resolution

Cherry pickingSubjective scores

Questions