WhenTuesday, October 13, 20202:00 PM - 3:00 PM ETWhereOnline
GDPR and The Impact on Customer Experience
Businesses today need to balance the market’s demand for personalized customer experiences with regulatory requirements to protect consumer data. Brands collect sensitive consumer data through their customer contact centers and other channels, whether they intend to or not. While many artificial intelligence (AI)-based contact center solutions depend on this data, many consumers now have the right to view the data collected about them. And this puts pressure on organizations to communicate their consumer data privacy objectives in a way that is consistent with their brand values. Are you adopting the regulations effectively to ensure that they improve customer experience and loyalty?
Come listen to Forrester analyst, Art Schoeller and Verizon CX Practice Lead, Gordon Littley discuss the impact of GDPR and other regulations on customer experience and how organizations can adopt them while ensuring consistency with their brand values.
- What should you consider while creating the right consumer data privacy strategy?
- How do you ensure the right stakeholders are involved and engaged?
- Do you apply the most strict regulations to all regions or take a hybrid approach?
- How do you approach the regulations while building your digital transformation strategy?
- How do you ensure that you have your customer's trust and loyalty?
Moderated by Peter Tomfohrde, Product Marketing Lead at VerizonPanelists
Art Schoeller
Vice President and Principal Analyst
Forrester
As vice president and principal analyst at Forrester Research, Art Schoeller supports Application Development & Delivery (AD&D) Professionals who plan, build, and run unified communications and contact center workloads for enterprises.
Art Schoeller's 35 years of experience span the computer, communications, and software industries. Art was an early member of the call center product management team at AT&T, helping it establish its early market share gains that led to Avaya being a leader today. He is best known in the contact center industry for his accomplishments with CTI by helping establish standards and solutions to grow the market in its early stages while at AT&T/Lucent. He led the team that partnered with Novell to establish the CSTA standard. This standard continues to this day to be the default CTI interface for contact center and telephony integration applications.
In addition, Art has had vice president and director level roles in product management and marketing for conferencing, collaboration, and unified messaging products while at AT&T/Lucent and Dictaphone. In the four years he worked at Microsoft, he led the development of a unified communications and collaboration solution with Accenture that drove $500 million in software and services sales and 1 million seats of cloud computing. Art also filled leadership roles in analyzing these markets while holding director-level positions at Gartner Group, Yankee Group, and now Forrester Research. In these roles, he did industry leading research on the transition to VoIP, multichannel contact centers, and speech recognition technology. Art has a dual B.S. degree in computer science and computer engineering from Brown University.
Gordon Littley
Customer Experience Innovator, Advanced Communications
Verizon
Gordon Littley leads the specialized sales organization for Verizon’s industry leading applications services group. Charged with growth of a $1B practice, the organization specializes in delivering high-value solutions and specialized sales for Verizon Enterprise customers.
Previously, Gordon served as Director of Outsourcing operations. Comprised of 4,000 technical, sales, and service professionals, this $300 million business served MCI’s largest call center outsourcing clients. In addition, Gordon’s charter included establishing clients Customer Relationship Management, database marketing, data-mining, and targeted marketing strategies.
Gordon also served as Director of MCI Mass Markets, responsible for internal call center operations of a region comprised of 5 call centers and 8,000 seats. This business unit was responsible for sales and service of MCI’s consumer and small business long distance service. Gordon established large call center organizations to effectively implement multiple customer service models. He established systems, processes, and procedures to create performance-driven, cost-effective organizational structures.
Throughout his 24-year career with Verizon/MCI, Gordon has held additional positions in marketing, business operations, and IT supporting call center operations and technology. Gordon defined the vision and executed the tactical strategies to steer consumer and business organizations through high-growth, reengineering, integration, and culture change. He enhanced corporate value through accelerated profitability, revenues, and market position.
Before his career at MCI/Verizon, Gordon worked in the call center service bureau industry managing fortune 250 accounts and servicing their call center outsourcing requirements.
