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Dave Seaton 50 min

Case Study: How to Design Support Services that Customers Actually Value

Dave Seaton, CEO, Seaton CX - Exceptional support experiences don't happen by accident—they're intentionally designed. But how do you know what service elements customers actually value? And how do you decide what to prioritize, and where to scale back? In this case study, Dave Seaton deconstructs the B2B Voice of the Customer research project and subsequent Support Experience transformation that reduced support-related churn by 66%—and won the 2020 North American Customer Centricity Award for Customer Insight and Feedback.


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