In this series Mark Miller, Customer Service Solutions Practice Leader at JD Power, sits down with representatives from organizations that have achieved Customer Service Certification to discuss what these top performers are doing to achieve high performance and distinction.
In Episode 7, Cora Danielson from Global Experience Specialists, Inc. returns to talk about GES’ VoC through VoE board.
In this series Mark Miller, Customer Service Solutions Practice Leader at JD Power, sits down with representatives from organizations that have achieved Customer Service Certification to discuss what these top performers are doing to achieve high performance and distinction.
In Episode 6, Rebecca Dillavou, VP – GWIM Group Operations Manager at Bank of America Merrill Lynch, speaks with Mark about their employee ambassador program.
In this series Mark Miller, Customer Service Solutions Practice Leader at JD Power, sits down with representatives from organizations that have achieved Customer Service Certification to discuss what these top performers are doing to achieve high performance and distinction. Check out
In Episode 5, Pat Wessel, VP of Global Customer Solutions at MetLife, joins Mark to discuss The MetLife Way – their organization’s continuous improvement program.
In this series Mark Miller, Customer Service Solutions Practice Leader at JD Power, sits down with representatives from organizations that have achieved Customer Service Certification to discuss what these top performers are doing to achieve high performance and distinction. Check out
In Episode 4, Mark sits down with Brandon Lee Smith from UnitedHealth Group to talk about the importance their organization places on leadership involvement in the member experience.
In this series Mark Miller, Customer Service Solutions Practice Leader at JD Power, sits down with representatives from organizations that have achieved Customer Service Certification to discuss what these top performers are doing to achieve high performance and distinction.
In Episode 3, Kathy Miklos, VP of Customer Support at Freeman, speaks with Mark about “The Drop” – Freeman’s process for gathering, sharing, and acting on representative feedback.
In this series Mark Miller, Customer Service Solutions Practice Leader at JD Power, sits down with representatives from organizations that have achieved Customer Service Certification to discuss what these top performers are doing to achieve high performance and distinction.
In Episode 2, Kim Delaney, Vice President of Individual Markets Client Experience, PMO, Business Analysis at Guardian Life Insurance Company, joins Mark to discuss how their personalized approach to journey mapping helped evolve their customer service.
In this series Mark Miller, Customer Service Solutions Practice Leader at JD Power, sits down with representatives from organizations that have achieved Customer Service Certification to discuss what these top performers are doing to achieve high performance and distinction.
In Episode 1, Mark sits down with Cora Danielson, Senior Director of the National Servicenter at Global Experience Specialists, Inc. to talk about how they’re taking their QA calibration process to the next level.
Mark Miller, Customer Service Solutions Practice Lead at JD Power, joins Qualtrics and CCW Digital for a webinar where they discuss how the best companies build, grow, and scale a frictionless Contact Center experience.
In this series Mark Miller, Customer Service Solutions Practice Leader at JD Power, sits down with representatives from organizations that have achieved Customer Service Certification to discuss what these top performers are doing to achieve high performance and distinction.
Episode 1: Global Experience Specialists, Inc. (GES)
In Episode 1, Mark sits down with Cora Danielson, Senior Director of the National Servicenter at Global Experience Specialists, Inc. to talk about how they’re taking their QA calibration process to the next level.
Episode 2: Guardian Life Insurance Company
In Episode 2, Kim Delaney, Vice President of Individual Markets Client Experience, PMO, Business Analysis at Guardian Life Insurance Company, joins Mark to discuss how their personalized approach to journey mapping helped evolve their customer service.
In Episode 3, Kathy Miklos, VP of Customer Support at Freeman, speaks with Mark about “The Drop” – Freeman’s process for gathering, sharing, and acting on representative feedback.
In Episode 4, Mark sits down with Brandon Lee Smith from UnitedHealth Group to talk about the importance their organization places on leadership involvement in the member experience.
In Episode 5, Pat Wessel, VP of Global Customer Solutions at MetLife, joins Mark to discuss The MetLife Way – their organization’s continuous improvement program.
Episode 6: Bank of America Merrill Lynch
In Episode 6, Rebecca Dillavou, VP – GWIM Group Operations Manager at Bank of America Merrill Lynch, speaks with Mark about their employee ambassador program.
Episode 7: Global Experience Specialists, Inc. (GES) Returns!
In Episode 7, Cora Danielson from Global Experience Specialists, Inc. returns to talk about GES’ VoC through VoE board.
Episode 8: UnitedHealth Group Returns!
In Episode 8, Mark welcomes back Brandon Lee Smith of UnitedHealth Group to discuss the importance of transparency across the organization and how it can help build employee trust.
In Episode 9, Pat Wessel from MetLife joins Mark once again to speak about best practices around employee engagement.
Episode 10: Bank of America Merrill Lynch Returns!
In Episode 10, Rebecca Dillavou from Bank of America Merrill Lynch returns to talk about their employee retention best practices.
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:
High performing companies combine Voice of Employee AND Voice of Customer insights to drive culture change and address potential challenges to achieving customer experience excellence. But how do they do it?
During this webcast, Jeff Conklin, VP and Practice Leader for Utilities, TMT, Travel & Hospitality at JD Power, and Richard Godfrey, Vice-Chairman & Partner at 3 Gaps-Ampelis, cover how great organizations:
During this one-hour webcast, Mark Miller, Contact Center Practice Leader at JD Power, discusses what is driving the customer experience and some key best practices and KPI’s from top performers. The following topics are addressed:
