Service Excellence

Taking Action with Customers at the Right Time

In his session (which will be held in German), Gregorio Uglioni, CX expert in the financial sector, will report on what is important when applying the Value-Irritant-Matrix and how the right technology can support here.

Service Excellence

CX1 Talks | Financial Services Download now

Service Excellence: Interacting with Customers at the Right Time

Data, technology and interpersonal contact are the key ingredients for an outstanding service experience. While proactivity is still a key factor in customer communication, customers are becoming more accustomed to outstanding, carefully thought-out service interactions – their expectations are rising.

So how do I, as a company, ensure that I engage with my customers at the right time? One tool that can help with this challenge is the Value-Irritant Matrix. The basic idea behind it: Only where customers and companies are interested in personal contact at the same time can value-creating interactions take place.


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    What to Expect:

    • How to take action with customers at the right time
    • What matters most when using the Value-Irritant Matrix
    • How the right technology can support here

    The Speaker

    Gregorio Uglioni

    Business transformation, innovation and customer experience expert

    Gregorio’s commitment to the development of customer experience science and his deep expertise have earned him recognition as an expert in customer experience. He started his career at Accenture and spent 10 years as Head of Business Excellence and Customer Experience at a leading credit card company in Switzerland.