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Call Center Week: Mattersight, Customer Service and You

Last week, Mattersight attended the 19th annual Customer Contact Week (CCW) at The Mirage in Las Vegas. More than 2,500 industry leaders gathered to network and learn about the latest in contact center innovation, including industry giants like Comcast and Volkswagen.

As always, the conference did not disappoint. It was full of engaging and enlightening sessions and speakers throughout the week. Industry experts shared their knowledge about everything from customer experience and intelligent automation to creating an efficient workforce and designing effortless customer interactions.

To kick things off, bestselling author and business mogul, Barbara Corcoran, gave a heartfelt keynote. Corcoran talked about leading teams to success and shared candid thoughts on the key learnings that have led to her incredible success over the years. Following are a few more highlights we felt were worth sharing.

Excellent Customer Experience is Becoming More of a Priority

As CCW continues to grow, it becomes clearer that an excellent customer experience is becoming more of a priority across all industries. As Mario Matulich, executive director of Customer Management Practice and opening speaker, put it: “Great customer service is no longer a differentiator. It’s expected.” This theme continued throughout the week as more companies understand that these are table stakes today.

Another speaker that made some thought-provoking points was Tom Karinshak, EVP of customer care at Comcast. During a keynote panel he joined, Tom made a comment: “Service is what’s necessary when the experience fails.” Having a stellar customer experience in place can minimize the “clean up” your service department needs to do when the experience fails. Essentially, the service that organizations provide should be invisible. But when something goes wrong, your teams should be ready to show the customer how good they are and reinforce their decision to do business with you.

Karinshak also spoke about the importance of leadership staying in touch with their customers. He said that every leader at Comcast talks to at least two customers each month. All companies should consider knowing what’s happening on the front lines in order to improve service within your organization.

Mattersight at Customer Contact Week

AI is Advancing

Another highlight of the event was the Interactive Discussion Group (IDG) that Mattersight and Macy’s held on intelligent automation in business. Mattersight’s Chief Customer Officer, Brian Study, and Macy’s Director of Omnichannel Contact Center Strategy, Adam Schmitt, hosted the discussion where they talked about building out the business case for AI and automation in the enterprise.

Here are four tips shared during the IDG for those looking to incorporate AI into their business:

  • When building the business case for AI, find an executive sponsor that can be your champion – someone who will advocate for you and your business
  • If you’re looking to implement AI in your organization, start backwards from what you want and work from there
  • As you start on the AI journey, pick a solution that will build momentum
  • AI and automation are not just projects for your business. Think about them more as a roadmap to success

Learning From Others is Powerful

Joining in the fun, Mattersight also took the opportunity to host an event at Bond Bar in the Cosmo. We brought together industry leaders from existing Mattersight clients as well as new prospects, highlighting our past successes and how that might impact their own ventures.

Mattersight Event at Bond Bar at the Cosmo in Las Vegas

More Ways to Connect

We hope you had the chance to meet us at our booth on the main floor or at Cosmo, but if not, it’s never too late to connect. As always, CCW was a great show, packed with tons of learning and actionable takeaways. It’s always amazing to see thousands of industry leaders and CX aficionados gather to share knowledge that we can all use to get better at what we love to do: delight our customers.

See you all next year!