April 2019: Catch customer experience speaker, Martha Brooke at 2 national conferences: Operations Summit in Columbus, OH and the Smart Customer Service track of CRM Evolution in Washington, DC. Both conferences focus on the latest technologies and strategies driving the customer experience.

The first day of Operations Summit, on April 9, in a Master Class Workshop Martha will discuss customer experience measurement and how to get your survey out of a rut. She’ll be co-presenting with Taten Soltis of Modcloth and Angie Stocklin of One Click.

The following day, on April 10, in “Preparing Agents Who Rock at Resolution” she’ll present strategies and tips on how to improve the customer service and customer support resolution. In addition, she’ll moderate a panel on how to improve customer service in omni channel environments.

Later in the month, at CRM Evolution, Martha will lead “15 Ways to Improve Your Customer Listening”. She’ll address when to use surveys, when to avoid them, and what other methods are worth considering. Then, she’ll drill into the specifics of Customer Listening, including ways to avoid leading questions and examples of high-impact questions—both shown in the context of actual surveys.

Martha looks forward to seeing you at one or both conferences. However, if you can’t make it and you’re interested in the customer experience, drop us a line!

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