Customer Service: Catalyzing Organizational Transformation [BRK1239]

Kate Leggett, “Vp, principal analyst”, Forrester
Stanley Lucas, AVP, Customer Insights, Lane Bryant
Shane Bray, Director Product Management, Willis Towers Watson
Urvashi Sheth, Director Global Customer Support, SanDisk
Historically, organizations have viewed customer service as a drip pan—a must-have cost center without a seat at the executive table. Fast-forward to today, when organizations are successfully shifting that perception and demonstrating that customer service is a competitive differentiator that drives revenue along with customer loyalty and retention. Attend this session to hear from Kate Leggett, VP, principal analyst serving application development and delivery professionals, Forrester, and a panel of Oracle Service Cloud customers, including Shane Bray, director, product development, Willis Towers Watson, who are transforming their organizations through their service experience.