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

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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:

How to effectively define mobile engagement
Current trends on mobile engagement growth and continued customer dissatisfaction
How offering chat will satisfy your most connected customers
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 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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