When
December 19, 2017
12:00 PM - 1:00 PM ET
Where
Online
Are You Prepared for the Next Generation of Customer Expectations?
What makes companies like Amazon and Zappos so good at customer service? They provide proactive, personalized experiences—and they do it for hundreds of thousands of customers every day.
Customers today demand effortless service. They expect personalized experiences, meaningful interactions, and the ability to choose how they engage across the spectrum of your business. But how do you fully engage and meet the needs of individual customers from diverse business environments and backgrounds? And how will these needs change going forward?
Join Shannon Gronemeyer, Customer Centered Strategies, Suzie Goan, CX Practice Leader, and Steve Griffiths from Virteva as they explore the state of Customer Experience today and in the future, including:
- The influence of B2C customer experience expectations on the B2B environment
- The Millennial Evolution and what this means for customer service
- Where CX executives are investing their focus in the coming year
- Examples and best practices from today’s CX innovators
- How best to prepare for the next generation of customer experience
Shannon Gronemeyer
Founder and CEO
Customer Centered Strategies (CCS)
Prior to founding Customer Centered Strategies, L.L.C, (CCS) Shannon had over 16 years of combined experience in sales management, sales operations and customer experience management and was most recently the Vice President of Global Customer Operations at TE Connectivity after its acquisition of ADC.
His efforts to transform customer experience there included implementation of off-shore centers in India and the Czech Republic, development of low cost centers in the U.S, deployment of a global CRM, integration of Knowledge Management, creation of a transactional and relational VOC program, and a variety of other process improvement and automation initiatives.
Suzie Goan
CX Practice Leader
Suzie understands the power and value of experience management in business. She has spent 20 years exclusively in the CX space, resulting in a deep commitment to the practice of managing customer and employee experiences as a discipline and the value that results when organizations make it a priority.
Working with Fortune 500 companies across multiple industries, Suzie has been at the forefront of developing best practice methods for defining and successfully delivering CX, brand, and customer insight projects of all sizes. Suzie understands the power and value of experience management in business.
Suzie holds degrees in Journalism and English from the University of Oregon.
Steve Griffiths
EVP
Virteva
Virteva provides an array of as-a-service consulting and outsourcing solutions to forward thinking enterprises. The company specializes in driving measurable results in the areas of Customer Experience and IT Service Management. Steve is a member of Virteva’s senior leadership team, and has deep experience helping companies optimize the customer journey across marketing, sales and customer experience. An entrepreneur at heart, Steve is passionate about scaling high-growth enterprises through the application of data, analytics, and process. Steve lives in Minnesota with his wife and two children.
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