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Session 604: Using Neuroscience to Increase Customer Satisfaction and Engagement

Robert Norris (Sr. Business Process Consultant, ITS Partners, ITS Partners)

Date: Thursday, April 23

Time: 4:00pm - 5:00pm

Pass Type: Premium Package, Standard Package - Get your pass now!

Track: Revolutionizing the Customer Experience

Vault Recording: TBD

Audience Level: All

What if you could increase customer satisfaction, increase sales, and reduce cost per interaction— all without hiring additional staff? In this session, Rob Norris will explain how his teams have achieved all of the above using NLP, and psychological rapport building techniques to overcome resistance, de-escalate potential conflict, and encourage cooperation. He’ll also explain how strategy and values elicitation can help you determine what’s most important to your customers/end users, and how you can use that information to facilitate communication.