Mark Miller, JD Power’s omnichannel customer experience expert, and Wayne White, VP of Partner Relationships at UnitedHealthcare, discuss what is driving the customer experience across service channels. During this one hour presentation, they address the following topics:
- Top customer experience drivers across service channels
- Influencing timeliness of resolution and driving FCR
- Setting long-term customer service priorities
- Advice directly from UnitedHealthcare on strategic customer service planning for 2018 and beyond