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Association of Customer contact professionals

ACCP April Program - Creating Stand-Out Moments

  • Thu, April 21, 2022
  • 12:00 PM - 1:00 PM (CST)
  • Free Zoom Webinar


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

Roberta O'Keith, O’Keith Consulting

Presentation Description:

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.

Presenter Bio:

  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.


We are a professional, non-profit association whose members represent customer contact organizations and individuals/businesses who support them. 

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