Customer expectations are being shaped by extraordinary shopping experiences across multiple industries and channels. Retaining and growing customers is heavily impacted by the customer service experience, and often at points that are underestimated. With a mix of human and machine elements influencing customer expectations and service processes, what’s the right approach to use in your business? We know that trust is paramount in building a loyal (and profitable) customer base so how can you build that trust and keep retaining your customers? This session will explore the breadth of customer service touchpoints, what’s possible and the customer service principles that have stood the test of time. Speakers will share how to create a positive customer service experience that is sustainable, effective and will turn happy customers into advocates for your brand and business.