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


Date Aired: June 4, 2015
Time: 1 PM Eastern Time
Presenters: Justin Robbins , Ross Haskell , Erica Marois
Sponsor:

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.

 

Presenters
Justin Robbins
Founder, JM Robbins & Associates

Justin Robbins is a customer service expert, professional speaker, and business consultant that helps organizations maximize the strategic value of their customer experience initiatives. Over the course of his career, he’s coached and consulted with thousands of individuals around the globe on contact center and customer experience best practices.

Today, Justin works with organizations to improve the impact of their performance management programs, drive more meaningful outcomes from their data, and align their customer service teams from the executive office to the front line. He is a frequent author of industry research, articles, and best practice content, and featured expert for media outlets including the New York Times, NBC Nightly News with Lester Holt, and Fox News. Learn more at www.jmrobbinsassociates.com

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 Marketing Specialist, 8x8
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.


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