CC Expo is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Begin planning your schedule by browsing the list of sessions and activities, filtering by pass type, track and type of session. Additional sessions will be added on an ongoing basis, so check back frequently!

Session 403: Just in Time Knowledge: How Self-Service Empowers Customers and Contact Centers

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

Location: Session Page in Platform

Date: Thursday, October 7

Time: 1:00 pm - 1:35 pm

Pass Type: Digital 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!