Forward-thinking companies are leveraging streams of customer information from a variety of channels to make the contact center experience more relevant and personalized for customers. Cigna is one of those companies. The healthcare provider's voice of the customer feedback drives its online customer service optimization strategy to gauge the effectiveness of its service interactions and to drive improvements to make doing business with Cigna easy.
In this Take 30 with 1to1 Media webcast, Dietrich Krauland, director of call escalation and Internet customer service; and Emily Holohan, social media and Internet customer service manager for Cigna, a 2013 Gartner & 1to1 Media CRM Excellence Award winner, will discuss the organization's strategy for integrating and acting on customer feedback, its method for cross-functional management of Cigna's customer service optimization strategy, and the approach for the integration of its service channels.
Key highlights of this webcast will include:
The strategy behind Cigna's service channel integration
Tips on tracking, analyzing, and applying voice of the customer feedback through the contact center for organizational improvements
The most effective metrics used to track customer perception and Cigna's contact center performance