From UX to CX: a deep dive into improving the Customer Experience – and a hello to Zendesk, HotJar and Intercom – presented by Adam Cogan
Customers want more than a good UI. They expect a good user experience but now the focus is on giving the customer a great ‘Customer Experience’.
Companies like AirBnB, Uber and ServiceNSW have set a new expectation for customer service. Adam will look at how techniques such as Live Chat, Continued Flow, Ticket Deflection and support embedded in the mobile app can increase customer satisfaction.
We will then talk about the zero touch goal and more from Amazon’s 14 leadership principals.
Finally we will cover the tools available and dive into the Zendesk API.
About the speakers
Adam Cogan is the Chief Architect at SSW, a Microsoft Certified Gold Partner specializing in custom .NET, SharePoint, Business Intelligence, and CRM solutions. At SSW, Adam has been developing custom solutions for businesses across a range of industries such as Government, engineering, banking, insurance and manufacturing since 1990 for clients such as Microsoft, Worley Parsons and Aurecon.
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