Consistently delivering experiences that result in highly satisfied customers can be incredibly complicated. When organizations get it right, the positive outcomes are undeniable.

ICMI community specialist Erica Marois and Ken Jochims from Genesys will share their insights, experiences, and best practices on how to take advantage of coming CX trends.

Expected 2016 trends will focus on the importance of consistently delivering customer experiences that result in highly satisfied customers. However delivering on this objective can be incredibly complicated.  When organizations get it right, the positive outcomes are undeniable. Happy customers are loyal customers and customer loyalty has a strong correlation with a customer’s lifetime value. Research indicates that happy customers are more likely to respond to upsells, less likely to switch to a competitor, and more likely to recommend your brand to others.  When organizations get it wrong the results could be catastrophic. Unhappy customers are often more expensive to assist, they’re more prone to switch brands, and if they take to social media, their voice is amplified like never before.

In this webinar we’ll take a look at typical customer expectations and explore why they aren’t being met by a majority of organizations today.  Our industry insiders will then share some secrets on what to expect in the coming year and how your contact center can get ahead of rising customer expectations.  Lastly, you’ll receive some real-world benefits of how improving the customer experience can be good for your bottom line.

During this webinar you will learn:

• Which trends will have the greatest impact on your organization in 2016
• Why multi-channel customer service is no longer “good enough”
• What customers expect from their interactions with your contact center and what happens if they aren’t met

Join us for this interactive and informative hour—complete with case studies, best practices and live Q&A.