| Speaker Details |
 | Graeme Pearcey Customer Experience Lead, Asia Pacific, Microsoft Corporation Currently operating in Customer Operations and Customer Experience Management throughout China, Taiwan, Korea, Japan, Indonesia, Australia, India & New Zealand to improve Customer Experience for Skype. |
| Sessions |
CEM
Tuesday
4:30 PM
- 5:00 PM
|
Controlling and Reducing Costs in CEM
How customer self-service can transform your margins
• How to make your customer self-service portal effective, user-friendly and time efficient
• The benefits of self service from the customers' perspective
• Localization versus culturalization: How does it help your organization?
• Achieving the right balance between customer experience and and cost reduction (cost to serve versus cost of sale)
|