Designing Customer Journeys That Win!
Empowering contact center excellence for 30 years!

Designing Customer Journeys That Win!

Date Aired: December 5, 2013

Time: 1 PM Eastern Time

Presenters: Jacqueline Anderson, Keith Pearce, Erica Strother Marois

Sponsor:

Watch the webinar video below.

Where does the multichannel contact center need to be to meet the challenges of today's demanding customer? We'll show you how to design a successful customer journey that meets these challenges and improves the customer experience.

Customer expectations are higher than ever, competition is fiercer than ever, and today’s customers are more connected than ever.  Customers today demand service on their terms-- through social media, intelligent and relevant self-service, and their always-turned-on-smartphones. And today’s customers are more knowledgeable than ever, too.

What does all this mean for the contact center? 

In this webinar, we’ll take a look at where the multichannel contact center needs to be to meet these challenges, and show you how to design compelling customer journeys for success in 2014 and beyond.

Industry expert Jackie Anderson will share the latest in customer experience trends, and guide you as you consider new channel and technology adoptions.  We’ll also hear from Keith Pearce, VP of Corporate Marketing at Genesys, who will share the necessary steps to design a customer journey that wins for both your contact center and the customer.

During this webinar you will learn:

  1. The gaps that exist between contact center offerings and customer needs, and pathways to close those gaps.
  2. The steps to creating a successful customer journey.
  3. How to use proactive engagement to improve the customer experience.

Join us for this informative, “can’t miss” hour long webinar perfect for call center managers and customer service leaders planning and preparing for a future that meets the needs of the ever-connected customer.



Presenters
Jaqueline Anderson

Jacqueline Anderson

Director, Client Solutions, Experian

From research insights to customer service best practices, Jackie Anderson is an expert in consumer behavior.

As Director of Client Solutions at Experian Marketing Services, Jackie and her team work to help clients solve intricate business questions with a variety of consumer data resources. Prior to joining Experian, Jackie was a Director of Product Development  at J.D. Power and Associates, focusing on finding ways to highlight and integrate the value of social media and text analytics for clients. While at J.D. Power, Jackie designed a study to help companies maximize the value of social media in their relationships with their customers in both marketing and servicing. Before joining the team at J.D. Power, Jackie  worked at Forrester Research in a variety of roles. As a Senior Analyst she served as an expert in the field of consumer technology adoption, especially Millennials, and was cited in a variety of publications from The New York Times to The Wall Street Journal and online sources such as Mashable and ReadWriteWeb. Prior to her work as an analyst, Jackie lead Forrester’s unparalleled global consumer research product, Consumer Technographics. As a research expert and innovative strategist, Jackie has spoken at and keynoted a variety of industry events. She holds an M.S from Boston University and a B.A. from Boston College.

Keith Pearce

VP of Product Marketing, Salesforce

Keith is Vice President Product Marketing Service Cloud at Salesforce. He brings nearly twenty years of experience to the customer service arena, and has worked with customers and partners across the globe to understand the importance of customer service and its application in their business.  He is a frequent speaker, author and thought leader in the customer service industry.  Prior to Salesforce, Keith worked at Genesys where he was responsible for Corporate Marketing. He holds degrees from the University of Florida and Georgetown University.

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.


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Topics: Technology, Customer Experience, Mobile, Self-Service, Strategy & Planning, Social Media

QuickPoll

How does your organization define a small contact center?

A standalone contact center with less than 50 agents
A standalone contact center with less than 75 agents
A standalone contact center with less than 100 agents
A specialty agent group of fewer than 50 agents within a larger center
A specialty agent group of fewer than 75 agents within a larger center
A specialty agent group of fewer than 100 agents within a larger center
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