Creative Virtual Webinar: Getting Ahead of the Curve: Adapting to Customer Demand for Self-Service
Join us for a complimentary webinar with Forrester Research Principal Analyst, Kate Leggett
|WHEN:||Thursday, 2nd March 2013 at 4:00 PM UK, 11:00 AM ET, 8:00 AM PT|
|LOCATION:||Online, with free registration|
|SPEAKERS:||Kate Leggett, Principal Analyst at Forrester Research & Richard Simons, CEO of Creative Virtual USA|
Self-service has become the major trend in customer relationship management and customers are demanding fast, accurate and consistent customer service available anytime, anyplace. This hyper-connected society requires organisations to become more agile in their ability to deliver information to customers on multiple channels – call centre, social, web, mobile, and even game consoles. The ability to support a multi-modal experience impacts customer lifecycles. Failure puts the customer base at risk, but success leads to new customers based on positive influencer chatter. It’s time for companies to utilise 21st century tools and resources to build customer first strategies that adapt to customer demand and drives retention.
Why You Should Attend:
- Find out how to align the customer experience with customer expectations
- Examine ways to scale customer service strategies and overcome common barriers
- Learn how to leverage the power of knowledge management and virtual agents to augment and support various customer service channels
- Discover how personalisation and natural language will help win customers and give the competitive advantage
This webinar will benefit customer experience and contact centre executives, directors and managers, marketers, and IT partners that field hundreds of thousands of phone calls, live chat conversations and emails every year.
“Online customer service channels are expanding and traditional methods of engagement are not agile enough to keep up with customer demand. This is forcing organisations to find new ways to rapidly respond to their customers’ desire to self-serve no matter where they choose to engage with your brand,” says Creative Virtual USA CEO, Richard Simons. “Poor experiences negatively affect the bottom line while positive experience enhance the customer relationship with your brand. In order to get ahead of the curve, organisations must employ the latest technology coupled with conversational analytics to better understand customer behaviour and enable voice of the customer programming that drives customer satisfaction and long-term loyalty.”
For more information about this Creative Virtual webinar, please visit our Upcoming Webinars page.