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August 17-20 at 11 EDT | 16:00 BST Daily

Webinar Week Series: Customer Engagement

From Crisis to Opportunity: Reimagining the Customer Experience

Frost & Sullivan is excited to announce the fourth installment of our Webinar Week Series. This week, our complimentary webinars will focus on customer engagement and will help you in transitioning from crisis to opportunity when reimagining the customer experience. We are bringing you industry thought leaders who will share their insight and real world examples of navigating customer experience in this new normal. Now more than ever, the ability to adapt to all that has and will continue to change is paramount.

Join us to hear solutions to your very real challenges including:

  • Value and Nurture Your Greatest Assets, Your Front-Line Employees (Monday)
  • Adjusting Your Customer Engagement Approach in the Current Times (Tuesday)
  • Fostering Trust & Loyalty (Wednesday)
  • Pivoting and Adapting to Dramatically Shifting Customer Needs (Thursday)

The digital acceleration driven by COVID-19 is ushering in new ways of doing business, new ways of working, and a new way of communicating with your customers. Now is the time for you to lead your organization in innovating the customer experience. Don’t miss this opportunity to discover ideas to evolve, grow, and embrace the future of your business.

Speakers

Neil Crane

Vice President of Product and Technology
Cicero Inc.

Tommy Minta

Digital Solutions Lead, North America
Genesys

Paul Selby

Director, Product Marketing – Customer Workflows
ServiceNow

Christine Rimer

Vice President, Customer Experience & Advocacy
SurveyMonkey

Agenda

Monday, August 17, 2020 | 11AM EDT
Customer Story: Maximize Human Capital to Increase Loyalty and Profitability

Neil Crane

Vice President of Product and Technology
Cicero Inc.

Your greatest assets are the skills and experience of your employees. Value and nurture this asset to improve employee productivity, support customer loyalty and increase profitability. Learn how a Fortune 500 Logistics Company nurtured their front line employees by leveraging analytics.

Key Take-Aways:

  • Metrics for valuing human capital
  • Strategies for enhancing and personalizing the employee experience
  • Best practices for managing integration of new technologies like automation and AI alongside valued employees
Tuesday, August 18, 2020 | 11AM EDT
The Great Debate: To Scale or Optimize - Adjusting Your Customer Engagement Approach in the Current Times

Paul Selby

Director, Product Marketing – Customer Workflows
ServiceNow

As customer service organizations scramble to adjust their operations to the new reality of closed offices and storefronts, most feel they face only two options: change staffing levels or change processes. We propose that you can adopt a strategy that proactively addresses both options in order to deliver the level of attention customers demand.

Key Take-Aways:

  • Examples of how large companies and organizations such as Basware, Proximus, State of Tennessee, and more are better connecting engagement to operations
  • Best practices to automate solutions to requests through self-service
  • Ways to empower agents to do to more, more effectively
Wednesday, August 19, 2020 | 11AM EDT
Leading with Empathy to Drive Brand Trust & Customer Loyalty

Tommy Minta

Digital Solutions Lead, North America
Genesys

If there was ever a time when empathy was needed – locally and globally, individually and collectively, personally and in business – we are decidedly living in that time now.  The experiences that your brand provides to customers has moved beyond being a competitive differentiator to becoming part of the lifeblood of your operation.

 

Key Take-Aways:

  • The concept of providing experience as a service: true personalization at scale
  • Best practices for enabling you to interact with empathy
  • Guide to fostering customer trust and loyalty
Thursday, August 20, 2020 | 11AM EDT
Navigating CX in the New Normal: Simple Strategies to Support Your Customers

Christine Rimer

Vice President, Customer Experience & Advocacy
SurveyMonkey

Customer needs have shifted dramatically this year, and CX leaders have their work cut out for them as organizations must pivot and adapt to the new normal. In our session, we’ll explore this new reality for CX and reveal simple steps you can take to make a big impact with less effort—from leaning into customer empathy to taking meaningful action in service of your customers.

 

Key Take-Aways:

  • Emerging CX trends in the new normal and what that means for your business
  • Key strategies to stabilize and grow your organization through CX in these uncertain times
  • Best practices on how to turn customer feedback into a long-lasting plan with high business impact

This Week Brought to You By:

Cicero Inc.

Front-office data mining and analytics for Process and People. Form a complete view of process data by gathering every endpoint entry from users, systems, and applications— everything from the desktop, log files, direct database access, spreadsheets, and web services. Then analyze and make purposeful decisions that support your business transformation journey.

Genesys

Delivering more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact center platform.

GetFeedback

GetFeedback by SurveyMonkey powers brands with the customer experience (CX) solution they need to exceed customer expectations. With GetFeedback, you can seamlessly connect CX data with CRM data to get a 360° view of your customer. Our solution helps companies nurture customer relationships and fuel customer growth through flexible, easy-to-use CX technology with the fastest time-to-value in the market. Listen to your customers at every turn in their journey and take intelligent action to provide the best customer experience possible. For more information, visit https://www.getfeedback.com/salesforce/.

ServiceNow

ServiceNow makes work better across the enterprise. Getting simple stuff completed at work can be easy, and getting complex multistep tasks accomplished can be painless. Our applications automate, predict, digitize and optimize business processes and tasks, across IT, customer service, security operations, human resources and more, creating a better experience for your employees and customers.

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