On November 29th, more than twenty customer service professionals from varying industries, attended CSPN’s Q4 Breakfast Meeting and enjoyed a sumptuous, chef prepared breakfast in Miele’s gorgeous Gallery and Active Kitchen. Attendees savoured fresh juices and cappuccino as they prepared to lean in and learn about ‘The Road to Modern’, presented by J.P. Saunders, Senior Director of Solution Strategies at Oracle.
With his vast knowledge and sharp style, J.P. provided an in-depth look into what the future holds for customer service. In his presentation, “The Road to Modern”, Saunders discussed strategies for modern customer service and how customer experience remains a challenge, particularly for consumers in today’s always-on, always connected mobile world.
Attendees learned how companies may need to change their approach and consider customer service investments sooner rather than later. J.P. illustrated how few businesses have increased their customer service investments over the past few years, despite the rising importance of providing quality service to customers in today's global marketplace.
Following the eye-opening presentation, attendees took a deeper dive into the subject as they worked together and collaborated in groups to learn from each other and share thoughts on such things as;
Participants left the Breakfast Meeting inspired and equipped with new insights and strategies, and through their liberal generosity, also helped make the holidays brighter for some. With the gift of giving in mind, participants donated slews of unwrapped toys in lieu of registration fees. With the number of items exceeding expectation, their generosity allowed CSPN the privilege of helping to add an extra peak to Toy Mountain.
Eager to take what they’d learned back to the office, participants grabbed a final coffee and delectable bite as they exchanged business cards and said goodbye to their new contacts, but not before being treated to a tour of Miele Canada’s contact centre and a stroll through their dazzling Appliance Gallery. Knowing that evolution, not revolution is the key to modern customer service, participants left feeling motivated and armed with new information and an eye on being the trailblazers that lead their own organizations on a journey toward modern customer service.
CSPN’s Breakfast Meetings are held quarterly and feature expert speakers on emerging Customer Service trends. The next Breakfast Meeting will be held in February 2017. Be sure to subscribe to our email list to learn about this and other exciting CSPN’s events.