This COMPLIMENTARY webinar will provide a tactical blueprint of how leading organizations are leveraging the voice of the customer (VoC) to drive performance and profitability.

Today’s customers have a variety of preferences and expectations that make managing the customer experience more complex than ever. Adding to the complexity of expectations is the increased touch points that customer’s interact with an organization. A company’s ability to analyze these interactions can enable them to provide optimal experiences at every touch point. Learn:
  • How to effectively use feedback as a catalyst for affirmative change
  • What components should you look for in an effective feedback system
  • How to gain customer loyalty and in so doing, gain employee loyalty
Delivering an Integrated Customer Experience: Best Practices in Building a Blueprint
Featured guest Bruce Temkin, Vice President and Principal Analyst will provide insight from his world renowned research at Forrester Research on best practices in building a blueprint of VoC success. He will be joined by Comcast’s Martin Mans, Director of Operations for Southern Division and Erich Dietz, Mindshare’s Director of Call Center Sales. Martin and Erich will discuss how Comcast’s Southern Division integrated post-call surveys into the daily operations of their call centers along with the impact this program has had on key metrics. Mindshare will also review core offerings for call center technology with VoC feedback solution - addressing strategic organizational goals.

When:
December 3rd, 2009
11:00am-12:00pm MST

Who Should Attend:
CIOs, CMOs, VPs and Directors of Customer Care, Customer Service, Customer Experience, Call Center Managers, Call Center Executives,

Register today!

Space is limited.
Reserve your Webinar seat now at:
https://www1.gotomeeting.com/register/488888896
 
  
Speaker
Erich Dietz,
Director of Sales, Mindshare Technologies

Erich will provide a unique software solution that models information from all customer interactions across the enterprise — Contact Center, IVR, call routing, website, chat, retail/POS, mobile devices, email, and more. Mindshare provides pragmaic business results through the enterprise with customer feedback that enable a company to successfully balances two mission critical goals: providing customers with productive, satisfying experiences, and increasing operational efficiencies across all levels of an organization.

Featured Guest:
Bruce Temkin,
Vice President and Principal Analyst, Forrester Research

Bruce serves Customer Experience professionals. He is a leading expert in how companies build differentiation with customer experience through corporatewide strategies and initiatives. Bruce was instrumental in the development of many of Forrester's customer experience evaluation methodologies and training courses. During his 10 years with Forrester, Bruce has led the company's financial services and customer experience practices. His research focuses on the business strategies, operational processes, and organizational structures required to create and sustain superior customer relationships. He identifies best practices in customer experience leadership and voice of the customer programs, including the use of methodologies like Net Promoter. Bruce has authored several Forrester Big Idea reports on customer experience: "Scenario Design: A Disciplined Approach To Customer Experience," "The Customer Experience Value Chain," and "Experience-Based Differentiation." He also created Forrester's Customer Experience Index, which ranks the customer experience of more than 100 large companies.


Martin Mans,
Director of Operations for Southern Division, Comcast.