This document appears to be an agenda for a panel discussion focusing on various topics related to customer experience, call centers, and customer service. The panel will likely debate questions around the best color for letters, the usefulness of efficiency metrics in call centers, whether loyalty is just about discounts, how to transform customer experience through organizational change, the value of customer feedback scores versus comments, whether expectations always need to be exceeded, the importance of social media for customer service, and the role of emotion in consumer interactions.

1. PANEL
DISCUSSION

3. What colour was the letter a?
Red or Green?

5. Is it time to get rid of efficiency metrics in
the call centre environment?

7. Has loyalty been reduced to discount?

9. Is it best to transform your customer
experience through
company-wide change?

11. Are scores (NPS, C-Sat, Effort) more
valuable than comments?

13. Do you always need to
exceed expectations?

15. Is social media a critical component of
customer service?

17. Is emotion the most important driver in
consumer interactions?