Format: Deep Dive
Organizations continue to throw technology at customer experience challenges. And while technology can be an enabling element, improving customer-centricity requires far more. In this session, best selling author Geoff Ables will share case studies of what an engaged customer service team, and individual rep, looks like, and the role of technology for scaling a culture of customer-centricity.
Geoff Ables is an author, speaker and entrepreneur. Now regarded as a thought leader on customer and employee engagement, his insights have been seen and heard in global venues including: National Public Radio, BusinessWeek, USA Today, EuroForum, The New Zealand Direct Marketing Journal, and Digital Summit. He is the author of "The CRM Bible" and "The LUCK Principle: Business Results at the Intersection of People and Profit," and is a prolific blog writer on topics related to leadership, people, culture, sales & marketing, and the future of work. He founded C5 Insight, a customer and employee engagement consulting firm, in 2002, and has consulted with hundreds of companies in a broad range of industries. The firm has twice been named to the Inc. 5000 list of fastest growing companies.