Attendees will explore how to layer transactional surveys onto key touchpoints, capture "heat of the moment" feedback during critical incidents, and link experience data back to specific teams, workflows, and assets to drive accountability. You will walk away with a practical blueprint for upgrading your measurement program so that it not only reports satisfaction but also accelerates issue resolution, improves first-time fix, and strengthens long-term customer relationships across the service lifecycle.

Key takeaways include:

• Designing a framework that combines relationship NPS with transactional and event-based surveys at critical service touchpoints
• Developing methods to capture and use "heat of the moment" feedback from technicians, customers, and remote interactions to resolve issues before they escalate
• Identifying practical methods to tie experience metrics to specific teams, processes, and systems so you can prioritize improvements, coach more effectively, and prove business impact

Global customers now expect support in their own language, on their preferred channel, and on their schedule—and they notice immediately when context or empathy gets lost between handoffs. In this session Luis unpacks how his teams are structuring contact centers are designing a single routing model that accounts for language, skill, and customer priority, then applying it consistently across phone, chat, video, and social channels. Attendees will leave with patterns, pitfalls, and options they can use to evolve their own operations from "English first call center" to a truly global, omnichannel experience hub.

• Building a unified routing strategy that balances language, skill, and priority tiers so the right global customers reach the right agents at the right time\Developing practical ways to blend chat, phone, video, social, and sync messaging into a single experience with shared context, history, and quality standards
• Creating guidelines for using AI and real time translation to scale multilingual support—while defining when human linguists and culturally aware agents must take the lead to protect empathy and trust