We are witnessing – literally before our eyes – the emergence of the most empowered customers in history. Every forward-thinking leadership team is asking, what do these changes mean to our organization? How will we serve customers? How will we create maximum value and brand reputation? As a result, customer contact services and Voice of the Customer (VOC) initiatives are undergoing their most significant “upgrade” ever. In this not-to-miss session, Brad Cleveland – author of the industry’s most widely read management book, Call Center Management on Fast Forward (third edition released May 2012) – will define the trends shaping our future, and the steps you can take now to prepare your organization, your team and yourself for the new era of customer relationships.
In this not-to-miss session, you will:
- Learn how social media and new communication channels are changing customer expectations and influencing the drivers of loyalty.
- Discover the contact center’s role in delivering customer experiences, boosting customer loyalty and leveraging Voice of the Customer (VOC).
- Review the importance of keeping a pulse on the customer experience – every day, every interaction.
- Explore ways to harness VOC to improve customer loyalty and build better products, services and processes.
- Look at the importance of establishing the right team and holding them accountable.
- Hear examples from top customer service and loyalty brands.
Senior Advisor, Former President and CEO, ICMI
Brad Cleveland is often cited as one of the world's foremost leaders and thinkers in customer service and contact centers. He has worked in 45 states and over 60 countries, and his clients have included many of today’s service leaders – Apple, HP, American Express, and others. He’s also advised governments in the United States, Australia, Canada, the United Kingdom, and Germany.
Brad is author/editor of eight books, including Call Center Management on Fast Forward: Succeeding in Today’s Dynamic Customer Contact Environment, which won an Amazon.com best-selling award and is used in universities and corporate training programs around the world. He has discussed customer service issues in publications ranging from The Financial Times to The Wall Street Journal, as well as on major television networks, NPR’s All Things Considered, and the in-flight programs of several airlines.
One of the initial partners in and former President and CEO of the International Customer Management Institute (ICMI), Brad grew the firm into a global industry leader that is now part of United Business Media (London: UBM.L). He now serves as a Senior Advisor to ICMI, and is an in-demand author, speaker and consultant. His current research is focused on the future of customer service.
VP of Marketing, MarketTools Inc.
Greg Marek is Vice President of Marketing at MarketTools, Inc., where he is responsible for product marketing, demand generation, and corporate marketing. Greg has more than 20 years of experience in leadership roles at both consumer and enterprise technology companies. Previous to MarketTools, he held senior marketing roles at Oracle, Intuit, and Citrix Systems. Greg holds a B.A.S. degree, with distinction, from Stanford University.