Your Service Works. Why are Your Customers Still Stuck?

Written By NASCA
Click here to download the presentation

Authors: Kyle Guerrant, Tim McCormick, Masha Safina

Organization: Accenture and Michigan

Description

Operational success doesn’t always translate into customer confidence. This interactive session explores how Michigan’s Office of Retirement Services shifted its focus from transaction completion to customer outcomes, transforming how services are designed and measured. Participants will identify gaps between service performance and customer experience, compare insights with peers, and leave with practical strategies for improving confidence, reducing friction, and creating more meaningful service outcomes.

For more information, please contact Masha Safina at maria.safina@accenture.com.

NASCA
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