When
October 26, 2017
12:00 PM - 1:00 PM ET
Where
Online
If Your Customer is Calling, You’ve Already Let Them Down
The contact center is a key element of your customer experience – but in the digital age we live in, and the exponential growth of the millennial population, chances are good that your customers’ key journeys do not begin and end with a phone call.
Customers provide feedback throughout their journey - and this valuable Voice of the Customer data can exist in various systems across multiple channels, often led by different leaders - with very different objectives, performance metrics and customer experience challenges.
The good news is that more and more companies understand the need to capture, analyze, organize and share all of this data - to increase empathy, customer understanding and deliver actionable insights which the business can act on to improve customer experience – and ultimately drive profitability for the company.
In spite of this realization, and the subsequent investments which are made to execute and support this work, companies remain challenged with internal politics and breaking down walls between the various customer support channels. But without access to the digital feedback your customers are providing, you cannot understand their full journey. And without this understanding, how can you improve it?
In this webinar, we will share:
- How companies are tackling this challenge and taking a holistic approach to listening, analyzing and acting on VOC provided across channels.
- What are the consequences of not doing this?
- What are the benefits when they are successful?
About the Speakers:
Sid Banerjee
Founder, Vice Chairman
Clarabridge
Sid Banerjee is the Founder and Vice Chairman of Clarabridge. Sid provides executive leadership and strategic direction and is a well-known expert in customer experience, business intelligence, and text mining. Over his careers, Sid has amassed over 20 years of business intelligence leadership experience.
A founding employee of MicroStrategy, he held VP-level positions in both product marketing and worldwide services. During his tenure leading MicroStrategy’s worldwide services division, he grew the organization to 500+ employees supporting enterprise deployments of BI solutions. Before joining MicroStrategy, Sid held management positions at Ernst & Young and Sprint International.
Erin Van Remortel
Principal Client Partner
Verizon
Erin Van Remortel is a certified Customer Experience Professional (CXPA) and Lean Six Sigma Black Belt at Verizon Communications, a leading provider of wireless, fiber-optic and global network services. As a Principal Client Partner, Erin works with Verizon’s largest enterprise clients to articulate, design, and implement their Customer Experience strategy and vision. Erin specializes in analysis of unstructured Voice of the Customer to promote empathy and drive customer-centered process improvements at key points in the customer journey.
To register, please click here.