ACCP (Association of Customer Contact Professionals) is a professional, non-profit association whose members represent customer contact organizations and the vendors who support them. Our membership consists of organizations of all sizes, from a variety of industries - including manufacturing, healthcare, financial, out source, legal, technology, staffing and more. We have first and third-party focused members, including telemarketing, call centers, collections, customer service facilities, help desks, client retention, etc.

April 21, 2022 ACCP Meeting

Topic:  Creating Stand Out Moments - Using the Power of Emotion in the Customer Experience

Speakers: Roberta O'Keith, RoKeith Consulting

Speaker Bios: 

Roberta O'Keith is the owner of Growth Coach of Greater Kansas City and a Customer Experience Strategist for large companies. Her breath of experience in Sales, Marketing, Product Development and Operations gives her the knowledge and expertise to help businesses execute growth strategies and focus on building a strong customer base. Over the years, she's become one of the trusted, well known, experts in the Customer Experience profession. She loves educating and speaking on various professional and personal development topics to help leaders develop a customer-mindset and personally build better work/life balance habits..

Program Overview: 

The customer experience goes beyond just the customer service interaction you have on the phone with a customer. The customer experience is the holistic view of one’s perception of your brand based on empathy, emotion, interactions and decisions. In this presentation, we will talk about how emotions and the neuroscience behind them that influence those "stand out" moments and how you can be aware and take into consideration these elements to design memorable moments that keep customers satisfied and coming back.

     12:00 – Introductions and announcements
     12:15 – Presentation
     12:50 – Q&A and wrap-up

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Meeting ID: 860 3208 7346
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Upcoming ACCP Events:

  • 05/19/2022 – Managing a Hybrid Work Environment; Kellen Brittingham at Deluxe, Inc.
  • 06/16/2022 – Employee Engagement-Solving the Enigma; Milan Batinich at A.W. Companies, Inc.
  • July – Summer Break
  • 08/18/2022 – Managing Fast & Slow Thinking; Jennifer Yelton at Philadelphia Insurance





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