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Getting Ahead of the Curve: Adapting to Customer Demand for Self-Service
With Forrester Principal Analyst, Kate Leggett and Creative Virtual USA CEO, Richard Simons
Self-service has become the major trend in customer relationship management and customers are demanding fast, accurate and consistent customer service available anytime, anyplace. How will you adapt?
Our hyper-connected society requires organizations to become more agile in their ability to deliver information to their customers on multiple channels - call center, social, web, mobile, and even game consoles. Your ability to support a multi-modal experience impacts customer lifecycles. Failure puts your customer base at risk, but success leads to new customers based on positive influencer chatter.
The good news is that today’s technology can help you keep up with customer demands. You can implement a customer-first strategy that eliminates silos, breaks down traditional barriers to shared knowledge, and gives the customer what they want when they want it. Join Forrester Principal Analyst, Kate Leggett and Creative Virtual USA’s CEO, Richard Simon as they discuss:
- How to align your customer experience with customer expectations
- How to scale your customer service strategy and overcome common barriers
- How to leverage the power of knowledge management and virtual agents to augment and support your customer service channels
- How personalization and natural language will help you win over your customers and give you the competitive advantage
Who should attend? Customer experience and contact center executives, directors and managers, marketers, and IT partners.
View the webcast today!
Principal Analyst, Forrester Research
Kate serves Application Development & Delivery Professionals. She is a leading expert on customer service strategies. Her research focuses on helping organizations establish and validate customer service strategies, prioritize and focus customer service projects, facilitate customer service vendor selection and plan for project success.
CEO, Creative Virtual USA
Richard has been in the information technology and computer software industry for over 20 years. Prior to establishing the U.S. division of Creative Virtual, Richard spent six years as Chief of Operations for MBG Expense Management (now a part of IBM), which provides leading outsourced and on-demand telecom and IT expense management solutions. Prior to that, he was VP Sales at Systems Union, now part of Infor, for 10 years.