Customer Service Peer Group Hybrid Meeting 

Approaches to Providing Proactive Service to Prevent Unnecessary Contacts and Improve Customer Engagement 
November 10, 2022 09:00 AM - 02:00 PM 
Extract new ideas from functional examples of how you can use the data your organization possesses to anticipate, and prevent customer contacts, showing them how much you care about their experience. 

The expectations placed on your service by your customers has risen dramatically over the last year. According to data by Qualtrics "Bad experiences are costing businesses some $4.7 trillion in consumer spending every year globally, as customers refuse to spend money with businesses that don’t meet their expectations." We all have competition, and your ability to truly care for your customers is a significant differentiator. You don't need a crystal ball to get ahead of some of your customer concerns, just data, and it's data you may already have.

We will discuss how we can leverage both Experiential Data (X-data) and Operational Data (O-Data) to identify opportunities in order to get ahead of customer concerns, reducing customer contacts and customer effort. This Voice of Customer process goes beyond what your customer says to show you how they respond, and can be leveraged to create what John Goodman calls "Psychic Pizza" that personalized response the customer didn't ask for, but was clearly craving.

As we acknowledged we already have data that can help us make these experiences a reality, we may not yet have the structure, access or technology to leverage it all fully. Getting there starts by taking the first steps we can, to communicate, partner, and act on what we can with the resources we do have. You will have an opportunity to brainstorm and share ideas amongst peers across industries giving you many more examples to inspire your own action.

Join us to learn from the experiences of others and share your experiences with your peers! Together we can move forward our proactive experience saving time and energy for our selves and our customers. We look forward to learning together with you!

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Agenda Items:
9:00 AM Setting the Stage
9:20 AM Alliant Energy's Proactive Journey with Ally Gearin
10:00 AM Break
10:15 AM Supporting the Development of Proactive Journeys with Jake Beyer of EDCi
11:10 AM Develop Breakout Topic Agenda
11:10 AM Breakout Discussion
11:20 AM Lunch
11:55 AM Wrap up
12:00 PM Adjourn
12:10 PM Breakout Discussion One
1:00 PM Breakout Discussion Two
1:55 PM Wrap up
2:00 PM Adjourn
UW-Madison Pyle Center (in-person); EventsAir (virtual) 
Events Team, (608) 263-0635, 

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