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SUMMARY:“Handling customers who complain\, as well as non-complainers\, using AI”
DESCRIPTION:Bill Price – Founder and President\nDriva Solutions LLC\n.  “AI is becoming an essential tool to handle customers who complain or have simple questions and will soon enable organizations to identify and delight customers who do not bother to complain.  Since non-complainers outnumber complainers by 4 to 20 to 1\, and they churn at a much higher rate\, Bill Price will share use cases using AI to diagnose and repair customer experiences.” \nAbout the Speaker\nBill Price started Driva Solutions in September 2001 to help companies achieve the delicate balance between cost containment and greater customer loyalty.  Among his company’s 160 clients are American Express\, Avalara\, Costco\, Expedia\, Google\, Hyatt\, McDonald’s\, Southern California Edison\, Stanford University\, T-Mobile\, and Vodafone.  His new DrivaAI division is building a family of GenAI/LLM-based products to improve customer experience. \nBill co-founded the 9-country LimeBridge Global Alliance in early 2002 and chairs the 30-company Global Operations Council. He served as Associate Editor for the Journal of Creating Value\, has been for many years an Advisor and frequent contributor to CustomerThink\, has lectured at four business schools\, and is the co-author of four books: The Best Service is No Service (2008)\, Your Customer Rules! (2015)\, The Frictionless Organization (2022)\, and Zero Complaints (2025).  He is working on “book 5” that will come out in Spring 2026. \nBill served as Amazon’s 1st WW VP of Customer Service\, and before that was Vice President & General Manager of MCI Call Center Services\, COO & CFO with a start-up software company in San Francisco\, and a Senior Engagement Manager with McKinsey & Company in San Francisco and Stockholm.   \nBill received his undergraduate degree from Dartmouth College and his MBA from Stanford University and lives outside of Seattle in Bellevue\, Washington.
URL:https://bbrc.net/event/handling-customers-who-complain-as-well-as-non-complainers-using-ai/
LOCATION:The Bellevue Hilton\, 300 112th Ave SE\, Bellevue\, WA\, 98004\, United States
CATEGORIES:Weekly Program
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