Forbes Survey : Roadmap to Modern Customer Service
Empowering contact center excellence for 30 years!

Forbes Survey : Roadmap to Modern Customer Service

Date: Available On-Demand

Time: Watch It Now

Presenters: Joshua Dodge, Kris Friday, Erica Strother Marois

Sponsor:

Oracle

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Find out how industry leaders in financial services and retail use in-depth consumer insights to create successful customer service environments.

Knowledge is power. It’s the top customer service investment area across industries, according to a recent Forbes survey of 400+ customer service executives. Financial services and retail companies, in particular, use knowledge to provide fast, accurate answers across channels—and better train agents—while ensuring 100% regulatory compliance. Join this webcast to hear ICMI and Oracle discuss how companies are getting ahead on the roadmap to modern customer service with knowledge as the springboard.
 
You will learn:

  • How companies have modernized knowledge to improve omni-channel service and agent efficiency
  • Where Forbes found strengths and gaps in financial services’ and retailers’ customer service
  • What your next steps are on the roadmap to modern customer service

 

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

Presenters
Josh Dodge, Oralce

Joshua Dodge

Senior Client Success Manager , Oracle

Joshua Dodge, Senior Client Success Manager at Oracle, helps companies modernize their customer service organizations to drive more efficiencies and deliver a better experience. He helps clients accelerate their progress by partnering with them to develop a clear roadmap for modern customer service. Prior to joining Oracle, Josh worked in a variety of customer service and project management leadership roles, including at Sony where he managed call center operations globally, both in-house and outsourced. Josh earned his Master’s certification in Project Management and B.A. from the University of Wisconsin-Madison.

Kris Friday

Kris Friday

Principal Solutions Consultant, Oracle

Kris Friday, Principal Solutions Consultant at Oracle, works with global financial services organizations to help them grow client relationships through implementing customer experience and engagement tools.

Currently, Kris is working with a number of Fortune 500 companies on developing knowledge management strategies for delivering highly personalized service at less cost. Prior to joining Oracle, Kris worked with contact centers in a variety of industries, advising them on technologies to enhance the customer experience and improve overall efficiency.

Erica Strother headshot

Erica Strother Marois

Community Specialist, ICMI

Erica Strother Marois is the Community Strategist at ICMI. With a background in marketing, public relations, and social media, she brings more than six years of community management experience to ICMI. Erica manages ICMI’s robust network of community contributors – 500 strong! She also hosts ICMI’s weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in our community. Erica produces our webinars and many other content initiatives like Contact Center Insider, our weekly newsletter. She also partners with vendors in the community to nuance their viewpoint on important topics. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events – working with attendees to enhance their event experience and bring the ‘fun’ to attending an industry event. Erica is a connector of people – in any medium – and the contact center community is lucky to have her on their side!


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Topics: Customer Experience, Multichannel Contact Center, Technology