How to Harness the Power of Predictive Customer Journey Mapping
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How to Harness the Power of Predictive Customer Journey Mapping

Date Aired: Available On-Demand

Time: Watch It Now

Speakers: Anne Palmerine, Charles Godfrey


Moderators: Erica Marois

Sponsor:

Genesys

Watch the webinar video below.

Predictive routing can take the customer experience you provide to the next level.

Whether your organization wants to improve customer satisfaction, boost productivity, or increase revenue, the customer journey is at the heart of it all. And with today’s customer expectations on the rise, getting customers to the right agent, at the right time is critical. The problem? Most businesses think they’re doing a better job of meeting customer expectations than they really are. In fact, Genesys research indicates that only 19% of businesses have a dedicated customer experience team to manage the experience.


Ready to differentiate yourself from the competition? Find out how predictive routing is becoming a fundamental part of delivering the genuinely omnichannel experience that customers now expect.

In this webinar, you will learn:

  • How to match the right agent with the right customer
  • How to bring sales, service, and marketing together to enhance the customer experience
  • How leading contact centers are leveraging the latest predictive routing technology

Join us for an interactive and informative hour, complete with live audience Q&A.


Reserve your spot!



Speakers
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. ,/p>

Charles Godfrey

Global Solution Services Director, Genesys

Charlie Godfrey has over 20 years of experience in contact center management and customer experience design.  He has held positions of thought leadership in both technical and business organizations.   Charlie has worked with some of our largest customers to help them set their strategy, design differentiated customer experiences, and get the most value from their Genesys platform.

Moderators
Erica Strother headshot

Erica Marois

Content Manager, ICMI

Erica Marois is the Content Manager at ICMI. With a background in marketing, public relations, and social media, she brings more than ten years of community management experience to ICMI. Having been at ICMI for more than 5 years now, she's also become a thought leader in the customer experience space. 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 the contact center community. In addition, she produces ICMI's webinars and many other content initiatives like Contact Center Insider newsletter. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events, managing ICMI's Global Contact Center Awards Program, and Movers & Shakers initiative, as well as working with attendees to enhance their event experience. Erica is a connector of people - in any medium - and loves bringing contact center leaders together to solve problems.

Connect with Erica:  Twitter: @EricaMarois |  LinkedIn: http://linkd.in/16kW2cj | Google+: http://bit.ly/1zkp9YS  | Email: [email protected]


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Topics: Customer Experience, Technology