3 Secrets to Customer Experience
Success in 2016

Date Aired: November 19, 2015
Time: 1 PM Eastern Time
Presenters: Erica Marois , Ken Jochims
Moderators: Sandra Kemp

Watch the webinar video below.

Consistently delivering experiences that result in highly satisfied customers can be incredibly complicated. When organizations get it right, the positive outcomes are undeniable.

ICMI community specialist Erica Marois and Ken Jochims from Genesys will share their insights, experiences, and best practices on how to take advantage of coming CX trends.

Expected 2016 trends will focus on the importance of consistently delivering customer experiences that result in highly satisfied customers. However delivering on this objective can be incredibly complicated.  When organizations get it right, the positive outcomes are undeniable. Happy customers are loyal customers and customer loyalty has a strong correlation with a customer’s lifetime value. Research indicates that happy customers are more likely to respond to upsells, less likely to switch to a competitor, and more likely to recommend your brand to others.  When organizations get it wrong the results could be catastrophic. Unhappy customers are often more expensive to assist, they’re more prone to switch brands, and if they take to social media, their voice is amplified like never before.

In this webinar we’ll take a look at typical customer expectations and explore why they aren’t being met by a majority of organizations today.  Our industry insiders will then share some secrets on what to expect in the coming year and how your contact center can get ahead of rising customer expectations.  Lastly, you’ll receive some real-world benefits of how improving the customer experience can be good for your bottom line.

During this webinar you will learn:

  • Which trends will have the greatest impact on your organization in 2016
  • Why multi-channel customer service is no longer “good enough”
  • What customers expect from their interactions with your contact center and what happens if they aren’t met

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

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.

Ken Jochims, Genesys
Ken Jochims
Director, Product Marketing, Genesys

Ken Jochims, Director of Product Marketing with Genesys is responsible for creating and delivering the company’s contact center solution and marketing strategy. Ken has over 25 years of SaaS and enterprise software product marketing experience delivering customer support, fraud prevention, help desk, and IT infrastructure solutions to fortune 1000 companies and financial institutions. Prior to Genesys, Ken worked for ThreatMetrix, CA Technologies, BMC, Kana, Remedy, NeXT and Apple. Ken received a BS in Engineering Technology from California State University, Long Beach.

Sandra Kemp
Sandra Kemp
Marketing Manager, ICMI

Sandra Kemp is the Marketing Manager at ICMI, focusing on the company's two annual conferences (Expo and Demo), the Global Contact Center Awards program, as well as the digital resources available to the ICMI Community. With a strong background in sales and marketing, and over 14 years experience specific to event marketing and web content management, Sandra enjoys discovering effective ways to reach contact center professionals and create awareness of the vast resources available to them through ICMI.

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