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From Cost Center to Growth Driver: The Future of Experience Management in Customer Care

Join Luke Williams, Head of CX Strategy and Thought Leadership at Qualtrics, for a master class session on Experience Management in Customer Care. The live event will discuss how to create a customer care practice that is resilient and flexible enough to withstand challenging times. Whether you are focused on contact centers, digital support, or field services, you will learn how to improve agent productivity, boost revenue, and drive cost-to- serve down while empowering your teams to deliver exceptional customer experiences that deliver business value.

During this session you’ll have a chance to connect with Customer Care professionals in an online breakout discussion, to learn and share ideas on building resiliency you can put into action - tomorrow. The breakout sessions will be moderated by Qualtrics’ Customer Care experts, Leonie Brown (Head Scientist, Customer Care), Nicole Lusignan (CX Solution Strategist), and Devin Mills (CX Solution Strategist, Customer Care).

By joining this event, you will learn strategies for --

  • Improving agent experience and productivity
  • Optimizing your digital channel mix to deliver better customer experience
  • Consolidating your tech stack to break down data silos
  • Expanding the contact center value through customer experience metrics

Space is limited so reserve your spot today!

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Luke Williams

Head of CX Strategy & Thought Leadership || Qualtrics

Luke Williams is Head of CX Strategy & Thought Leadership at Qualtrics and is an award-winning researcher and author of a New York Times and USA Today best-seller (“The Wallet Allocation Rule”), and a Bookscan bestseller (“Why Loyalty Matters”). A statistician and methodologist by training, Luke is a thought leader in the space of customer experience, client satisfaction, client loyalty, client ROI, customer strategy, and analytics. His work has appeared in dozens of academic and trade publications, including co-authorship of a Harvard Business School Case Study.

More than 16,000 brands and 99 of the top 100 business schools use Qualtrics