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Customer Fail or Customer Success? What’s the difference?

Verint® Systems

Presented By: Verint® Systems

Presented by Brian Koma, Vice President & CX Practice Leader; and Sean Mahoney, CCXP, Director, Solutions Consulting, Verint®


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About the Webcast

Learn what CRMXchange readers say makes the difference between good and bad experiences in this informative 1 hour webinar.

There’s a fine line between CX success and CX failure and we surveyed CRMXchange readers to find out what people really say about it. We asked readers to tell us about their worst experiences as a customer and their best experiences. And the results will amaze you.

In just one hour, we share with you the differences between CX success and CX failure, including:
• The most common things that create bad experiences
• Ways to transform a bad experience into a great experience that actually creates loyalty
• The impact on advocacy loyalty of good and bad experiences
• The 3 things you can do to create consistently good customer experiences

Related content:
Score Big in Knowledge Management with Gamification - May 2016
Customer Experience Myths and Service Slips - October 2015

About the Presenters

Brian Koma, Vice President & CX Practice Leader, Verint®

Brian leads Verint's Customer Experience practice and works with Verint customers around the world on programs that have been proven to heighten customer loyalty, reduce customer effort and advance advocacy. He also shares best practices on CX programs with professionals across the globe through speaking engagements, web seminars and other thought leadership channels.

Sean Mahoney, CCXP, Director, Solutions Consulting, Verint®

Sean is a Certified Customer Experience Professional who works with Verint customers to implement CX best practices that are based on 20 years of hands-on experience. He works with leading brands to guide their CX efforts at a strategic level, and to implement practical approaches for measuring the overall customer experience.