Matt Willden

Customer Experience Leader - HR Shared Services
Amazon


11:30 AM Frustration-Free: Applying the Lessons of Amazon Customer Experience to Shared Services

Do you need to delight every customer or is fast and easy to deal with enough? Finding the right level and creating a culture that can deliver it is vital.

This session covers:
  • Ensuring your employees are empowered for quick service recovery
  • Gathering effective customer feedback and using it to progress up the value-chain
  • Examining your operating model in line with CEM