What Does it Take to Deliver a Superior Customer Experience? The Two Top-Rated Online Retailers, B&H Photo and Crutchfield Electronics, Share Their Secrets

Discuss practical CX tools and service methods such as the use of social media methods to better connect customers and contact center agents; the use of realtime speech analytics to help contact center managers know what interactions to prioritize; the use of diary studies to determine customers' mobile preferences; how to build a valuation model for customer experience that can help quantify company investments in CX improvements; and much more.

Sponsor: Interactive Intelligence