Personalization in Customer Service: Using Voice and Data to Enhance Customer Retention

Personalization in Customer Service: Using Voice and Data to Enhance Customer Retention

This engaging panel discussion sponsored by Aventus brings together industry leaders Lacy Eyre (Director of Client Success, Aventus), Doug Burda (CEO, Red Apple Fireworks), Zoe Kahn (VP of Retention, Audien Hearing), Chris Carter (CEO, Forged 4x4), and Kelly Stacey (Business Consultant & Strategic Advisor, Kelly Stacey Consulting) to explore the transformative power of responsive, personalized customer service.

The panel dives into key topics such as CX metrics, training strategies, incentivization, and effective upsell techniques, sharing real-world examples like scaling for seasonal demand and innovative compensation plans for service teams. With actionable advice and memorable anecdotes, this session delivers a blueprint for building customer service frameworks that drive revenue, retention, and efficiency—proving that exceptional CX is the cornerstone of business success.

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00:00 Introduction to Customer Response Time
00:57 Panel Introductions
02:15 Measuring Customer Service Impact
03:45 Customer Service Strategies and Demographics
04:21 Optimizing Customer Support Channels
10:59 Training and Scaling Customer Support Teams
22:06 Incentivizing Customer Support Teams
26:30 Crazy Customer Stories
32:17 Closing Remarks
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