3 Customer Engagement Trends to Watch in 2017
Empowering contact center excellence for 30 years!

3 Customer Engagement Trends to Watch in 2017

Date: Available On-Demand

Time: Watch It Now

Speakers: Scott Sachs, Todd Hixson, Dave Campbell


Moderators: Erica Strother Marois

Sponsor:

To register, fill out
all required fields.

Create more meaningful and effective experiences and keep valued customers while building brand loyalty.


Delivering exceptional customer experiences has always been important, but rapidly evolving technology, connected customers, and dwindling resources all make it more difficult to achieve.  And the stakes are higher than ever. Ovum research reveals that 82% of consumers have stopped doing business with a company following a single bad experience. Organizations are looking to create more meaningful and effective experiences to retain valued customers and build brand loyalty.  

Join ICMI and BoldChat by LogMeIn for an interactive panel discussion on three trends that will shape the future of the contact center and customer engagement.

Attend this webinar to learn:

  • Why personalization and relevance are critical to customer loyalty
  • How best-in-class contact centers are taking simple steps to personalize the customer journey
  • The far-reaching vision for artificial intelligence and how it impacts contact centers today
  • Why 2017 is the year of effective mobile engagement
  • How other customer service leaders are preparing to meet the needs of tomorrow’s customers

Join us for this interactive and informative hour—complete with research, best practices, video clips, and live Q&A.

Speakers

Scott Sachs

President, SJS Solutions, LLC

Scott Sachs is a highly accomplished, well-respected senior level executive who provides specialized consulting solutions in the areas of customer service and contact/call center operations through SJS Solutions, LLC.  Scott consistently and successfully transforms and grows world-class customer service organizations.  He thrives on working with organizations that are at an inflection point in their customer service lifecycle by focusing on 3 key areas:

- Leveraging technology tools to drive efficient operations
- Motivating staff to personally connect with customers
- Establishing meaningful metrics to drive effective business results


Scott earned a Bachelor of Science degree in Operations Research with a minor in Economics from the State University of New York at Albany.  In addition, Scott has an MBA with a concentration in Finance and Marketing from the Graduate School of Business at Columbia University.

Scott participates in numerous competitive athletic activities including tennis, 5/10k road races, and paddle tennis.

Todd Hixson

Contact Center Workforce Manager, Cabelas

Todd has been in contact center operations/management for more than 15 years, working for companies such as Travelocity and Intuit prior to joining Cabelas. During Todd’s career, he has driven back-office utilization of work force management practice, multiple channel skill based operations practices, and cross functional understanding via “a day in the life of operations” workshops.

Dave Campbell

VP of Product Marketing, Customer Engagement & Support, LogMeIn BoldChat and Rescue

Dave Campbell is the VP of Product Marketing, Customer Engagement & Support, where he leads product marketing and strategy for BoldChat and Rescue, the company’s industry-leading omni-channel engagement and remote support service products.  Dave joined the LogMeIn team in 2010 and has managed and led product direction for multiple LogMeIn businesses including: remote access, IT management and customer engagement.  Prior to joining LogMeIn, Dave was responsible for product marketing at Symantec for its Information Management business including backup, archiving and E-Discovery.

Moderators
Erica Strother headshot

Erica Strother Marois

Community Specialist, ICMI

Erica Marois is the Community Strategist at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.


ICMI/UBM Privacy Statement

Topics: Multichannel Contact Center, Chat, Customer Experience

Complete this short form to register.