Using a Systemic Process to Unlock Value for Your Customers and Your Team

Take a hard look at your processes from an inside-out, outside-in perspective. In this webinar with Customer Experience Expert, Peter Lavers, we’ll discuss why and how to apply more structure and scrutiny to the end-to-end customer experience across your organization.

March 10, 2016

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 Lavers

Customer Experience Expert

WCL Customer Management, Ltd.

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 Antcliff

VP of Marketing

Intradiem

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.

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