You can now download
Graham Tutton
of
Comcast's
2014 presentation.
Graham Tutton
is the Vice President of Customer Insights for
Comcast
.
We were glad to have Graham as a speaker at last year's America's Customer Festival, where he presented on identifying drivers of customer dissatisfaction to transform customer experience.
During his presentation, Graham discussed:
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Implementing a strategic V.O.C program to understand what’s disappointing your customer base
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Translating insights from customer feedback and speech/text analytics to design improvements to customer-facing organizational groups
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Linking your employee program to your customer experience quality program
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What the mpact of service changes are on customer loyalty