The Customer Journey Redesigned: Looking Ahead to 2014
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The Customer Journey Redesigned: Looking Ahead to 2014

Date Aired: November 21, 2013

Presenters: Anne Palmerine, Ian Jacobs, Erica Strother Marois

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Watch the webinar video below.

As we wrap up another year, it’s time to look ahead and begin planning for 2014. What’s next for the contact center, and how can you prepare? We want to know what’s on your radar, and share what we think is ahead. What can we do to make the customer experience better in 2014?

In this webinar we’ll explore some emerging trends in contact center technology, focus on the evolving needs of today’s customer, as well as provide insights into what market leading customer experience companies are doing to engage customers. With multichannel engagement on the rise, perhaps it’s time for a customer journey redesign.

During this webinar you will learn:

  1. The benefits of implementing an Outbound Call Program and Customer Loyalty Programs such as Net Promoter Score (NPS)
  2. Top contact center technology trends for 2014
  3. How your contact center can personalize service and redesign the customer journey in the upcoming year
  4. What other audience members are considering as key areas of investment

Join us for this interactive and informative hour—complete with audience polls and live Q&A.

ICMI community expert Anne Palmerine will help us look ahead, and share some of the innovative things UPMC Health Plan is doing wth its Healthcare Concierge Program to improve the customer experience. Learn about how she's helped to implement a proactive outbound call program, after call surveys, and other forms of proactive engagement.
 
We’ll also hear Ian Jacobs, Customer Experience Evangelist at Genesys discuss how to leverage the contact center as a central pillar for your customer engagement strategy while explaining how having the right technology in place can help your contact center redesign (and improve) the customer journey and experience.



Presenters
Anne Palmerine

Anne Palmerine

Associate Vice President, Customer Engagement & Enrollment Services, UPMC Health Plan

Anne Palmerine is the Associate Vice President of Customer Engagement and Enrollment Services for UPMC Health Plan.  Anne has led UPMC Health Plan in Customer Service for the past twelve years, including Enrollment and Retail.  Accomplishments have included implementation of a highly esteemed Health Care Concierge program, implementation of Genesys call center technology, driving one call resolution and service recovery, integration of all member touch points, and achieving JD Power Call Center Certification in 2009, 2011, 2012 and 2014. Achievements have included from ICMI, 2015 Best Large Contact Center, from Stevie Awards, 2015 Contact Center of the Year (Over 100 Seats) and from IQPC, Best in Class Contact Center (Over 200 Seats).   Anne has managed in customer service call centers for the past 22 years with a focus on customer retention, growth, and sales.  

She has a bachelor’s degree from West Virginia University and an MBA from the University of Pittsburgh.

Ian Jacobs

Customer Experience Evangelist, Genesys

Ian Jacobs helps craft the vision and messages for Genesys’ customer experience products. These include Genesys’ voice channels, as well as newer digital channels, including social, Web, email and mobile products and solutions. He explores the intersection of technology, culture and process, as well as the ways consumers embrace and live with new channels. With this mandate, he helps define the direction for future Genesys solutions.

Ian speaks regularly to customers, prospects, partners, press, and analysts about best practices and trends in customer care.

Prior to joining Genesys, Ian held several senior-level analyst positions in the contact center and CRM space. Most recently, he was a principal analyst at Ovum spearheading an effort to focus on business benefits and drivers for customer interaction technologies. He brings with him 20 years’ experience as a marketer, journalist, and analyst in the enterprise software market.

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

QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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