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"Up Where Expectations Soar: Customer Care in the Age of Entitlement"

What is the best way to support customers with extremely high service expectations? How do we deliver amazing customer experiences despite increasingly challenging stressors?

Admit it, you love it when you’re handed that Starbucks beverage with your name spelled neatly and correctly on the side. Maybe that’s where it all started: that innocent coffee cup with the green mermaid staring back at you. The trend of personalized customer experience has since transformed almost every industry as we know it. From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for.

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