Amazon / Morgan Stanley / Accenture / Twitter / Hertz / Facebook / Sarah / Forrester Research / IDC / /
Country
United States / /
Currency
USD / /
Event
Person Travel / /
Facility
International Customer Management Institute / Phoenix Sky Harbor International Airport / /
IndustryTerm
interactive voice response systems / telephone self-service / web portals / Pattern recognition software / now-defunct electronics retailer contact center agents / mobile Internet / configurable systems / rental-car industry / rental car decisions / social media customer service strategy / direct telephone conversations / creative solutions / technology advance / compliant applications / automated response systems / rental car reservations / voice portal / customer relationship management / social media channels / mobile web / designed systems / adequate communications skills / airline passenger / Social media / car model / Intelligent automated systems / automated self-service solution / bank / social media forums / telephone-based communications / mobile communications device / telecommunications / speech technologies / interactive web / wireless subscriber connections / wireless / desktop Internet usage / communications problems people / online travel site / self-service solution / contact center technology / airline reservations / computer telephony integration / Wireless carriers / telephony system / /
Organization
Gold Club / International Customer Management Institute / Cost Savings Association / Service for Increased Loyalty / Gold Level / /
The Power of Personalization: Optimizing Customer Self-Service for Increased Loyalty and Cost Savings TONY THE WAITER After a warm welcome, Tony shows Karen to her usual table by the window. He comes back with a glass