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A Good Conversation on Bad Conversations in Customer Care

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As reported by Zendesk 2022 CX trends, 61% of customers will switch to a competitor after one bad experience. That translates to a real bottom line impact.

Listen in on a (good) conversation with industry experts to better identify tough customer conversations, take action in real time, and gain insights to avoid in the future.

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61% of customers will switch to a competitor after one bad experience.

Zendesk 2022 CX trends

Meet Our Panelists

Industry leaders obsessed with leading customer experiences, with a focus on digital channels and emerging technology.
Challenging customer conversations happen everyday. Get solutions informed by the latest best practices and recent technology advancements. We hosted a panel of industry experts to discuss.

Etie Hertz
CEO, Loris

Jaime lives for the endless challenge of serving customers, uncovering unexpected value, and building systems that sing. Her passion for delivering exceptional customer experience has been a constant in her 25 year career, which includes previous stops at Accenture, GE, Intuit and Lyft.

Jaime Gilliam-Swartz
CX, Eventbrite

Challenging customer conversations happen everyday. Get solutions informed by the latest best practices and recent technology advancements. We hosted a panel of industry experts to discuss.

Ben Segal
CX, Pair Eyewear

The annual cost of poor customer service is $75B, a 17% increase from 2020*.

Challenging customer conversations happen everyday. Get solutions informed by the latest best practices and recent technology advancements. We hosted a panel of industry experts to discuss.

Tune in to learn:
  • How to identify bad customer conversations as they are happening
  • How to resolve them in real time, and shift them to positive interactions
  • Get new ideas to enhance traditional approaches like CSAT surveys and quarterly trainings
  • Get the insights you need to inform both your team and the business on how to avoid them going forward
  • Get the bad conversations playbook: how to identify, solve, and avoid them in the future
The State of QA in Support:  Watch our recent panel discussion on quality assurance in customer experience, and how organizations should define quality.