Customer power is shifting, and the trajectory is dynamic. Buoyed by enhanced consumer choice and a proliferated omni-channel environment, the growing challenge calls for organizations to build customer centricity into all of their processes and to respond with more agility. To accomplish that, a “systemic approach” is key.
Even if you already have customer service and process in your blood, applying systemic thinking to your customers' interactions with your brand, just might take you to the next level of process nirvana and help unlock new value.
Customer Experience Expert, Peter Lavers, will show you why and how to apply more structure and scrutiny to the customer experience. And, how you can use the model he describes to address your top challenges.
We’re tailoring the content to your address your specific challenges. After registration, you will be taken to a brief 3-minute survey about your customer centricity issues, which will be a key part of our discussion.
Peter is one of the world's top influencers in customer experience management, receiving recognition from organisations such as Satmetrix, SAP, Huffington Post, MindTouch and Business Coach.
He started out at Rolls-Royce and Bentley Motor Cars Ltd, and rose to become head of relationship marketing. He then joined QCi, became the managing partner after its takeover by OgilvyOne Worldwide, and also ran their international network of customer experience learning groups. He is based in London and is now MD of WCL Customer Management, Ltd and a Director of Customer Attuned Ltd.
The insights derived from his many engagements across B2B, B2C and public sectors around the world give him a unique perspective on what does and doesn't work in the field of customer management.
Kyle is a thought leader on how a real-time workforce delivers a better customer experience. Before joining Intradiem, Kyle was Chief Operating Officer at TALENThire (workforce management) where he led the company’s growth and recognition as a Georgia Top 40 Technology Company. Prior to TALENThire, Kyle served as Vice-President International for Marketworks (eCommerce) where he played a key role in the Company's 65% annual growth and acquisition. Kyle graduated from Purdue University with a Bachelor of Science in Computer Information Systems and holds an MBA from Northwestern's Kellogg Graduate School of Management.
Love to geek out about data? So do we! We're digging into customer contact data from the 2016 U.S. Election as well as other planned events like the Olympics and the SuperBowl. We invite you to join our hosts, Dave Thrailkill and Matt McConnell, as they dissect the data and discuss observations and impacts from different industries. You’ll get insight from other professionals in the audience and hear from our special guest speaker who will discuss his experience on how planned events are handled at a major financial organization.
This 30-minute executive session featured Dave Thrailkill, Senior WFM Leader. He joins our CEO Matt McConnell, and together they review how a recent event impacts business across industries and provide insights and tips for increasing contact center productivity without increasing budget.
NewGen WFM is about embracing the changes that are reshaping the contact center landscape from an employee, customer and business point of view, and it also describes the push toward technological innovation with better WFM functionality that includes new intraday management capabilities. In this webinar, guest speaker, Donna Fluss, analyst and founder of DMG Consulting, will discuss the major cultural shift that is already underway, in what she has coined as the "uberization" of WFM.