Execs In The Know Customer Response Summit – Scottsdale, Arizona

At The Phoenician Scottsdale, the CX leadership community will unite to explore what assurance truly means today: how to design, operationalize, measure, and lead teams to deliver it.

Thursday, October 1
2:15 – 2:45 PM
Mainstage
When the Numbers Look Fine, but the Customer Doesn’t

Join Duncan MacLean of Johnson Controls and Jeff Tropeano of COPC Inc. as they take attendees behind the scenes of evidence-based service blueprints. Follow a customer’s journey across teams and systems to see where siloed operations and disconnected technology broke the journey. The case study will show how fragmentation led to the lost caller, and how it quietly distorted the measurement itself.