3 Secrets to Customer Experience Success in 2016
Empowering contact center excellence for 30 years!

3 Secrets to Customer Experience
Success in 2016

Date Aired: November 19, 2015

Time: 1 PM Eastern Time

Presenters: Erica Marois, Ken Jochims

Moderators: Sandra Kemp



Watch the webinar video below.

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.

Erica Strother headshot

Erica Marois

Community Specialist, ICMI

Erica Marois is the Content Manager 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.

Ken Jochims, Genesys

Ken Jochims

Director, Product Marketing, Genesys

Ken Jochims, Director of Product Marketing with Genesys is responsible for creating and delivering the company’s contact center solution and marketing strategy. Ken has over 25 years of SaaS and enterprise software product marketing experience delivering customer support, fraud prevention, help desk, and IT infrastructure solutions to fortune 1000 companies and financial institutions. Prior to Genesys, Ken worked for ThreatMetrix, CA Technologies, BMC, Kana, Remedy, NeXT and Apple. Ken received a BS in Engineering Technology from California State University, Long Beach.

Sandra Kemp

Sandra Kemp

Marketing Manager, ICMI

Sandra Kemp is the Marketing Manager at ICMI, focusing on the company's two annual conferences, the Global Contact Center Awards program, as well as the digital resources available to the ICMI Community. With a strong background in sales and marketing, and over 11 years experience specific to event marketing and web content management, Sandra enjoys discovering effective ways to reach contact center professionals and create awareness of the vast resources available to them through ICMI.

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Topics: Customer Experience, Multichannel Contact Center


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