How satisfied are you with the customer service we offer?

Think back to the last time you reached out to customer service. Maybe you found yourself stuck on hold, wondering if anyone would ever pick up. Or you spoke to someone who listened carefully and resolved your query in a single interaction.

On the flip side, many of us experience the frustration of robotic scripts, having to repeat our issues multiple times, bouncing between agents, and receiving confusing responses that leave us more confused than reassured.

All of these moments stay with us, which shapes our perception of the brands that we interact with.

This panel aims to discuss how these lived experiences influence not just how customers feel but also how organizations can better design their service strategies to meet and exceed expectations.

In this panel, we want to discuss specifically:

• What is the most memorable customer service experience you’ve had, and how has it shaped your view of great service?
• Why do some companies forget that their employees are customers, too, and how can we bring a stronger customer mindset inside the organization?
• When things go wrong, how can a business turn a frustrating experience into a moment that builds customer loyalty?
• Is empathy something people are born with, or can it be taught and developed in customer service teams?
• What small but effective changes can brands make right now to show customers that they truly understand their experience?