Your CRM Isn’t A Silver Bullet: Customer Engagement Strategies That (Actually) Work

Date: Available On-Demand

Time: Watch It Now

Presenters: Julie Mohr , Marie Ruzzo

Moderators: Erica Marois

LogMeIn Bold 360

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With new ways to connect, tracking customer relations can be hard. Join this webinar to boost customer relations and engagement.

With an affinity for smartphones and messaging apps, consumers are changing the way they engage with businesses. Customers are more demanding, highly informed, and communicate with brands on a variety of platforms. As this behavior drives to an increasingly digital experience, businesses are struggling to keep pace. 

Businesses have looked to their CRM platforms to get closer their customers, but customer engagement cannot be achieved through CRM alone.  Businesses need a more robust strategy to connect and keep pace with the new era of customer engagement.

Join this webinar and we will discuss how to:

  • Create personalized experiences to engage customers on a new level
  • Leverage AI to deliver exceptional customer support
  • Empower agents to support more complex interactions and retain customers


Julie Mohr

Author and International Speaker,,

Julie is a dynamic, engaging change agent who brings integrity and passion to everything. Through her books, articles, speaking, consulting, and teaching — her purpose is to change the world through thought provoking dialog and interaction. Julie has a B.S. degree in computer science from The Ohio State University, a MaED from the University of Phoenix, and is currently pursuing her PhD in Management and Organizational Leadership in Information Systems & Technology from the University of Phoenix. She also is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional.


Marie Ruzzo

Director of Product Marketing, Bold360

Marie Ruzzo is the Director of Product Marketing for Bold360, LogMeIn’s intelligent customer engagement solution. Marie has more than 15 years of marketing experience understanding contact center needs across a variety of industries including high-tech, telecommunications, and financial services. She loves yoga, Game of Thrones and her goofy labradoodle, Wyatt.

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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