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Session 604: Using Neuroscience to Increase Customer Satisfaction and Engagement

Thursday, April 23 at 4:00 PM

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What if you could increase customer satisfaction, increase sales, and reduce cost per interaction—without hiring additional staff? In this session, Robert Norris will explain how his team at Relatient achieved all of the above using natural language processing, psychological rapport building, and "Pacing and Leading" to overcome resistance, de-escalate potential conflict, and encourage cooperation. He'll also explain how strategy and values elicitation can help you determine what's most important to your customers/end users, and how you can use that information to facilitate communication.

SupportWorld Live speaker photo for Robert-Norris

Robert Norris

Director, Technical Support

ITS Partners




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