Is There a Cost to Improving the Customer Experience?

In Part One, Verizon’s Erin Van Remortel, manager customer experience, explained how showing key stakeholders the customer journey of clients and customers who were having issues, was crucial to improving customer experiences. She explains in Part Two, the challenges of accomplishing this. Van Remotrel’s remarks came from the session she presented at this year’s Engagement & Experience Expo in Denver, presented by Loyalty360. Her presentation was titled “Road....

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