Overview:
Everyone’s talking about customer experience. But this isn’t just the latest business phrase du jour. Customer experience represents a major shift in the way that companies work and it will be a significant driver in the business world for decades to come. It can give your company a lasting strategic advantage – but only if you align the disparate parts of your organization around a common vision and get them working together on a daily basis. In this webinar, you’ll garner tips for creating shared customer experience objectives and creating organization alignment around your customers.
This webinar will help you to understand:
- Why it’s imperative to focus on the customer experience
- How the emerging role of the chief customer officer is reshaping the way companies work
- What role the contact center plays in this new arena
- Tips for getting started – moving from strategy to hands-on tactics
Kerry Bodine
Vice President, Principal Analyst Serving Customer Experience Professionals
Kerry leads Forrester's research on experience design. She taps into her past work as both a design practitioner and leader to help Forrester clients envision and define broad, end-to-end customer experiences.
Kerry is the author of the Forrester Big Idea report, "The Customer Experience Ecosystem," a concept she developed to help companies identify the set of complex interdependencies that shape all of their interactions with customers. She started her tenure with Forrester in 2004 and was instrumental in the development of many of Forrester’s evaluation methodologies, including the Website Review, Kiosk Review, Blog Review, and Persona Review.
Mary Murcott
CEO & President, NOVO 1
Mary Murcott is the Chief Executive Officer of NOVO 1 Contact Centers, and leads the company’s efforts to support clients’ business goals in building customer relationships and growing their brands. Before being appointed Chief Executive of NOVO 1 in 2010, Murcott was President and founder of her own company Performance Transformations, Inc. Prior to consulting she was VP at American Express and held executive positions at Budget Rent a Car and Ryder Trucks, DHL and Cox Communications. Murcott is an international keynote speaker and author of “Driving Peak Sales Performance in Call Centers. She is regarded as a “contact center futurist” and authority on sales and operations, multi-channel service, performance management, coaching, employee selection and retention, workforce planning, and first contact resolution. She is a member of CEO Netweavers, Institute of Management Consultants, and International Customer Management Institute Conference Advisory Board. A native of Omaha, NE, Murcott earned a Bachelor of Arts degree in Philosophy from Creighton University.
Laura Bassett
Director of Marketing, Avaya's Customer Experience Management and Emerging Technologies Groups
Laura Bassett is the Director of Marketing for Avaya’s Customer Experience Management and Emerging Technologies groups. These groups deliver innovative contact center solutions and business solutions from Avaya Research Labs. In this role Laura oversees all aspects of marketing including business planning and strategy, market awareness, product marketing, sales enablement and engagement for next generation solutions. She has established Avaya’s Market Driven Innovation Model and Early Adopter Program to support Avaya’s efforts to accelerate the commercialization of innovation. Additionally, Laura is a supporting author of Avaya’s Social Media in the Contact Center for Dummies.
Laura has over 20 years experience in applications consulting, development and delivery. She has a BSBA in Computer Science and an Executive MBA from the University of Florida.
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