In this interactive session, we will share how Samsung invested in a Customer Care Center of Excellence (COE) to improve the customer experience (CX) for its Mobile products. The session will unpack how the COE was designed to deliver improved and innovative CX, particularly in self-service. From onboarding a new customer to troubleshooting an issue with a mobile device, Samsung is working on ways to give the customers more options to self-serve.

Call to Action:

• Build a COE in your organization and identify more efficient customer service interactions
• Deploy self-service to deliver a seamless customer journey