Preventing the Accidental Customer Experience

This on-demand webinar features Kerry Bodine, customer experience expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, who explains the proactive approach to designing and managing the customer experience. 

June 19, 2015

Market leaders are waking up to the strategic role of the contact center in building brands and loyalty. As customers become increasingly powerful, differentiation is defined by how customer-obsessed a company is across all departments and touch points. 

And yet many contact centers today are weighed down by legacy silos and sluggish approaches to resource management. They’re dependent upon a tangle of systems, processes, and policies that were cobbled together over decades. And their interactions with customers are largely based on reactive responses to incoming issues. As a result, the customer experience they deliver is one of happenstance — varying from employee to employee and from customer to customer. 

Contact center leaders need to take a proactive approach by intentionally defining the experience they want to deliver. It’s time to walk the walk or suffer the consequences of an accidental customer experience. 

This on-demand webinar features Kerry Bodine, customer experience expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business. Kerry explains the proactive approach to designing and managing the customer experience and provides answers to these questions:

  • Why do brands need to invest in customer experience today?
  • What role does the contact center play in delivering an on-brand experience?
  • What proven methodologies will help you understand your customers’ journeys?
  • How can you use co-creation to draw upon the knowledge and insights of your employees and customers?
  • Where can you automate critical processes that drive improved customer experiences?

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