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Wed, 15 June



Author Bill Price speaking at Verint Engage conference 2022

• Session Title: "Discovering and Removing Friction to Build Great Customer Experiences"

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Time & Location

15 June 2022, 9:00 am

Orlando, 9801 International Dr, Orlando, FL 32819, USA

About the event

• Session Abstract: Based on interviews and research into 12 global companies that are well known for delivering great customer experiences, Bill Price and his co-author David Jaffe produced a guidebook to discover and remove friction.  Citing examples from organizations ranging from Amazon (where Bill served as its 1st WW VP of Customer Service), Blizzard Entertainment, CableOne, Nike, Uber, Vodafone, and Xero, Bill will introduce the steps needed to make it easier for customers to work with your company.  He will cover processes such as “melting snowballs”, “flipping turtles”, and “building Skylines” as well as key solutions like chatbots, text and speech analytics, and real-time agent assist.

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