Overview:
Customer expectations are changing more rapidly than at any prior time in recent history. And this is happening despite (or in some cases, because of) broader economic challenges.
In this timely webinar, Brad Cleveland will identify the steps you can and must take now to maximizeyour strategy for social service: Listening, building the right team, reshaping your customer access strategy, establishing the right measures, and others.
This webinar will also feature presentations from:
Tony Kavanagh of Salesforce.com will provide its definition of Social Customer Service, why it matters for your contact center and the value delivered.
Rick Williams of Yamaha presents some of the company’s “past pains,” how it overcame these challenges and the impact on Yamaha’s business.
Rob Rose of Deloitte discusses what Deloitte finds exciting about what was accomplished at Yamaha, including the important points on integrating social media into customer service.
Presenters
Brad Cleveland
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.
Rick Williams
Manager, Customer Support, Yamaha
Rick has been in the customer service arena for over 20 years. He is currently the Manager of Customer Support at Yamaha Corporation of America. He is in charge of the voice of the customer as well as ensuring that all customer inquiries are handled in a quality and timely manner. With significant experience in the customer support area, Rick brings a unique focus on delivering customer satisfaction to Yamaha’s customer base. He holds a MBA from the University of Redlands.
Tony Kavanagh
VP Marketing, Service Cloud
Tony is a veteran of enterprise software. Prior to joining Salesforce.com, he headed up marketing for InQuira Inc., the market leader in Knowledge Management. He spent 11 years at Oracle, holding a variety of marketing leadership roles both in the US and EMEA, the final one being the VP Marketing for the UK Region. Along the way I founded a business in Barcelona and led marketing for the world's fastest growing private jet startup - XOJET.
Rob Rose
Principal and Service Cloud Leader, Deloitte Consulting LLP
As a partner in Deloitte’s salesforce.com Practice, Rob Rose leads marketing, sales and delivery efforts for the Service Cloud. Rob has more 20 years of industry and consulting experience in business strategy, design and implementation of CRM and contact center solutions across multiple industries.
Having worked in 15 countries throughout his professional career, Rob has deep experience in incorporating Deloitte’s robust off-shore capabilities into client solutions. Most recently he led a team of 75 practitioners in a successful and complex integration project which transformed the sales and operations for a fortune 20 insurance provider that leveraged salesforce.com, FPX and IBM Teamworks.
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