August 8, 2019
2:00 PM - 3:00 PM ET
CX Evolution: How H&R Block Boosted Service Quality with a New Client Feedback Strategy
How do you keep your employees focused on continually improving the service they provide to each and every client? For H&R Block’s Retail Tax group, the answer is to break it down and focus on improving each step of the experience throughout the customer journey.
Partnering with Medallia to shift their CX approach, H&R Block made changes to get more targeted feedback, along with implementing new ways to accelerate and increase feedback response, in order to focus their 70,000+ advisors and staff on providing each client with the best experience possible.
Sr. Director of Product Marketing
Brett is a senior director of product marketing, leading the Medallia Experience Cloud platform marketing team. He is responsible for guiding external positioning and awareness efforts for Medallia's experience management offerings. Over the past 20 years, Brett has been involved in product marketing, partner marketing, and product management at both startup and global enterprise software companies.Pam Kennedy
Pamela is a member of the Client Insights team at H&R Block and is responsible for the Voice of the Client program for H&R Block Retail Tax. Pam has held numerous Marketing and Research positions at several large companies such as General Mills, Black & Decker, and The Principal Financial Group. In addition, Pam teaches adjunct courses in Business Communication at The University of Kansas.