The State of Mobile Customer Engagement: Tips to Help You Gain Success
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The State of Mobile Customer Engagement: Tips to Help You Gain Success

Date Aired: June 4, 2015

Presenters: Justin Robbins, Ross Haskell, Erica Strother Marois


Watch the webinar video below.

Learn best practices and current trends for chat and mobile customer engagement.

As mobile devices take a greater precedence in our lives and those of our customers, the significant impact on the contact center is undeniable. ICMI’s own research has documented rapid growth in the number of contact centers supporting mobile service (19% YOY) and chat (12.5% YOY), as organizations respond to meet customer expectations.  One could assume that this means customers are growing in their satisfaction with the level of mobile engagement offered by companies, but this couldn’t be further from the truth.  Customer satisfaction remains low despite organizations defining and implementing a mobile engagement strategy.  How is this possible?

Recent findings from both LogMeIn and ICMI would indicate that a major contributing factor is that we’re wrongly defining mobile engagement.  This misalignment between customer expectations and organizational assumptions is disrupting even the best intentioned of contact center teams. So then, how should organizations define mobile engagement and what steps can be taken to ensure that the mobile engagement you’re providing is ultimately satisfying your customers?  How can organizations best understand the connected consumer and stay ahead of new device trends? What have organizations done to provide best in class mobile customer engagement?

During this webinar you will learn:

  1. How to effectively define mobile engagement
  2. Current trends on mobile engagement growth and continued customer dissatisfaction
  3. How offering chat will satisfy your most connected customers
  4. Best practices and real-world stories of successful mobile customer engagement

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



Justin Robbins

Community Director, ICMI

Justin Robbins is a contact center and talent development expert with over a decade of experience leading customer service organizations. He got his start in contact centers as a teenager doing cold-call outbound sales for newspaper subscriptions. Since then, he's moved from agent to senior leader, worked in and with inbound and outbound centers ranging in size from 5 to 2500+, and gained experience in a number of industries including hospitality, technology, manufacturing, and education. Most recently, Justin developed the training and professional certification programs for the International Customer Management Institute and has personally trained thousands of individuals around the globe on contact center best practices.

As ICMI’s Community Manager, he leads their research programs, content direction, and the ICMI Global Contact Center Awards Program judging process. His infectious enthusiasm for the customer service industry has led him to be a writer, social enthusiast, and sought-after speaker on topics such as employee engagement, key performance indicators, and motivational business leadership.

You can reach Justin on-line at: | |

Ross Haskell

Senior Director of Products, BoldChat , LogMeIn

Ross Haskell leads the BoldChat product strategy at LogMeIn, liaising with customers and development in order to push customer care agents towards a future of enterprise-class features, mobile dominance, and unparalleled efficiency.   Before BoldChat, Ross held senior-level manager positions at Visionael Corp., Green Mountain Energy Co., and Tivoli (an IBM company). Ross frequently shares his insights at industry events including HDI, the ECMTA Summit, the Retail Marketing Conference, and the Internet Retailer Conference and Exhibition.

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: Chat, Customer Experience, Mobile, Multichannel Contact Center


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