Forget About Customer Deflection: Customer Inclusion Is the New Black

Thursday 10:15am-11:00am

Forget About Customer Deflection: Customer Inclusion Is the New Black 

Speaker: Dean Shaw | Global Chat Program Manager, SAS

While many companies do everything in their power to deflect customer engagement, smart companies (like SAS) do everything it can to encourage it. Contrary to conventional wisdom, customer engagement can have a direct and measurable link to lead generation, revenue, CSAT, and brand loyalty. We know. And we have the data to prove it.

Join us for this session to get practical examples of how to mine customer engagement data to drive corporate KPIs and prove that customer inclusion has much more value than deflection. You'll discover how SAS uses voice of customer insights to improve the customer experience, fuel lead generation, and promote brand loyalty.

At the end of this session you will be able to:

  • Understand why engaging with customers can lead to measurable ROI
  • Mine customer engagement data to uncover insights about your business
  • Learn from real examples that connect customer engagement to measurable business goals