What is the future of customer service?
Customer service is vital to the survival of any business, as it is your chance to listen to your customers and either address problems or enhance positives. This is a big part of the job of any business leader, and learning about this can start with a top education from the Gannon Online MBA Degree Program
Related to this is an upcoming event hosted by Dell, next Monday (June 25, 2012) where we will talk about the importance and the future of customer service.
The event is called a “Think Tank” and is one of several Dell has hosted in the last few years. It’s their way to shining a light on important topics and creating conversations about them. Past Think Tanks have focused on small business, education and healthcare, to name a few.
So this year Dell has decided to focus their Think Tank on customer service.
And they will convene a group of experts, practitioners and others who are influential in the areas of customer service, customer support, customer experience and other aspects of taking care of our customers.
Here’s the list of participants:
Moderator: Jackie Huba, Church of the Customer
Anne Tsai, Demandforce & CXP Bootcamp
Becky Carroll, Customers Rock
Ben Rasmussen, Adobe
Brent Leary, CRM Essentials
Brianne Hattaway, Threadless
Debra Davis, Nationwide Insurance
Emily Yellin, Your Call is (Not That) Important to Us
Heath Johnson, Dell
Jason Duty, Dell
Kevin Stirtz, AmazingServiceGuy.com
Kimarie Matthews, Wells Fargo
Liz Strauss, SOBCon
Nigel Orfei, Salesforce.com/Radian6
Seth Woltz, Citrix
Shelley Olson, Symantec
Susan Abbott, Customer Crossroads
The day’s discussions will go from 9:00 am to 5:00 pm, Central Time (being held in Austin, TX). You can dial by watching the Twitter stream at #winningservice.
The main topics for the day will be:
Social Service. How to integrate social into the service mix, how to scale social service, how to deliver consistent service across social and traditional channels? We will discuss the challenges with social service as well as solutions and best practices. (10:00 – 11:15am)
Internal Challenges. How does organizational culture drive customer experience? How to bring together customer service, marketing, PR and corporate communications for the good of the customer? How to get the rest of the business to see service as a sales tool? We will discuss internal service challenges as well as solutions and best practices. (11:30am – 12:30pm)
The Future of Service: What will customer service look like 3-5 years from now? What are the game-changing trends that will affect how we deliver service? How will we best prepare and capitalize on these changes? (3:00 – 4:00pm)
There will also be some breakout topics held in an unconference style. Some of these topics might include mobile, technology, tools, etc.
Here is the full agenda.
Jason Duty has posted more detailed information about the event on a Dell blog. No doubt many of us will be blogging about it during and after so you’ll have other opportunities to read and engage.
I applaud Dell for investing their resources in this and other Think Tank events. They get people together and start conversations about important issues. Look for more of these in the future.
Please take some time to join the conversation next Monday. You can see the livestream here.