WATCH THE PANEL EVENT RECORDING

What's the cost of a bad conversation? 

As reported by Zendesk 2022 CX trends, 61% of customers will switch to a competitor after one bad experience.  That translates to a real bottom line impact.

Listen in on a (good) conversation with industry experts to better identify tough customer conversations, take action  in real time, and gain insights to avoid in the future. 

 

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Etie Hertz 
CEO, Loris
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Jaime Gilliam-Swartz
CX, Eventbrite
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Ben Segal
CX, Pair Eyewear

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The annual cost of poor customer service is $75B, a 17% increase from 2020*.  

Challenging customer conversations happen everyday.  Get solutions informed by the latest best practices and recent technology advancements.  We hosted a panel of industry experts  to discuss. 

Tune in to learn:

  • How to identify bad customer conversations as they are happening
  • How to resolve them in real time, and shift them to positive interactions
  • Get new ideas to enhance traditional approaches like CSAT surveys and quarterly trainings 
  • Get the insights you need to inform both your team and the business on how to avoid them going forward
  • Get the bad conversations playbook: how to identify, solve, and avoid them in the future

Meet Our Panelists

Industry leaders obsessed with leading customer experiences, with a focus on digital channels and emerging technology. 

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Etie Hertz

CEO, Loris

Etie has over 20 years of hands-on experience building, advising & scaling technology-led organizations.  He was the founder & CEO of Payment Revolution, acquired by ShopKeep where he was the CRO.  His next goal is to revolutionize messaging in the CX space at Loris.ai.   
 
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Jaime Gilliam-Swartz 

VP of CX, Eventbrite

Jaime lives for the endless challenge of serving customers, uncovering unexpected value, and building systems that sing. Her passion for delivering exceptional customer experience has been a constant in her 25 year career, which includes previous stops at Accenture, GE, Intuit and  Lyft.

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Ben Segal

Head of CX, Pair Eyewear

If being customer obsessed is cool, consider Ben, Miles Davis! During his nearly 5 years at Freshly, he turned a small in house contact center to directing the technical infrastructure of a global 24/7 operation.   This CX champ recently took on Pair Eyewear as his next challenge.

 

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*Stats from Zendesk 2022 CX Trends Report