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Session 403: AARP's Shift to a Satisfying Self-service Experience

John Goodman  (Vice Chairman, Customer Care Measurement & Consulting)

Viviana Pagán-Muñiz  (Senior Advisor, AARP)

Date: Wednesday, September 8

Time: 4:40pm - 5:40pm

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass - Get your pass now!

Track: Drive Customer Experience

Session Type: Case Study

Vault Recording: TBD

The CCMC/KraftHeinz 2020 National Rage study showed significant shifts away from telephone toward chat and other digital channels. This enlightening session will detail AARP’s year-long digital revamp project which resulted in dramatic shifts in traffic to its Help Site, a 90 % reduction in email, and higher member satisfaction. They have also successfully translated this into management of their three outsource partners to incentivize continuous improvement and input into the Voice of the Customer. Their journey illustrates how thoughtful education of the customer leads to a more cost effective, satisfying service process. Come hear the six key steps for customer onboarding and education that can deliver real results for your organization!