Focus on the Customer: Creating Great Experiences in 2015

Date Aired: Feb 12, 2015
Time: 1 PM Eastern Time
Presenters: Pete Slease , Ross Haskell , Erica Marois

Watch the webinar video below.

Have organizations lost sight of what customers want in a great service experience?

In a highly mobile, technology-enabled society, how is it that we hear so many stories of customers with continuously unmet needs and inconsistent customer service experiences? Have customer expectations significantly changed in recent years or have organizations just lost sight of what customers want in a great service experience?

The fundamental customer expectations, by and large, have not changed with one exception: we are more distracted than any other society in history. All of these distractions have resulted in the reality, or at least the perception, that we’re all in a time deficit and since time is a precious commodity to us all, the organizations that understand and respect it will rise to the top. 

Does your contact center have the planning, resources, and technologies in place to provide great customer experiences while valuing your customer’s time? If not, it’s time to learn what you’ll need to do so!

During this webinar you will learn:

  • The core customer expectations of today’s connected customer
  • The role of proper forecasting, planning, and staffing
  • The value of technology in meeting customers “where they are”
  • Next steps for creating great experiences for your customers.

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

Pete Slease
Senior Director, CEB

Pete is a Senior Director with the Customer Contact Leadership Council of the Corporate Executive Board. In his role, Pete provides support to member executives identifying and applying insight to address their most critical customer-facing challenges. Pete provides advice for executives across a number of critical decision areas, including: strategy, planning, talent management, issue resolution, loyalty and channel management.

Pete joined the CEB in 2007 after spending nine years in a financial services contact center, ultimately leading the commercial & retail centers.

Pete received a Bachelor of Arts from the University of Notre Dame and a Masters in Teaching from the University of Portland. Pete lives in Wilmington, Delaware.

Ross Haskell
Senior Director of Products, BoldChat, LogMeIn

Ross is the Senior Director of Products for BoldChat by LogMeIn, leading product strategy, 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 marketing, product, and consulting positions at technology companies, including Visionael Corp., Green Mountain Energy Co., and Tivoli (an IBM company). He has a special interest - and nearly 20 years' experience - in translating consumer data into actionable insights for customer service professionals. Ross earned a BS in Marketing at Boston College and a MBA from Texas A&M University.

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.

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