8/19 – 8/21: I’m Speaking at Customer Service Experience 2013

All businesses are focused on one goal, whether management admits it or not: finding profitable customers and keeping them happy for as long as possible. This means making sure that as customer proceed through their journey, they have a series of satisfying and fruitful experiences which make doing business as pleasant for them and as profitable for the enterprise.

This gets harder and harder every year. Technologies change, as does the nature of what customers want and how they express themselves. They shop online at 2:00 a.m., and expect to be able to call or chat with agents at any hour. They walk into stores with their smartphones at the ready, compare prices, download apps, send tweets, and engage with businesses on their own terms. For businesses, this can be confusing, especially when it comes to deciding how to allocate resources to new contact channels.

It’s never been more important to align your customer service teams with your overall corporate goals. Growth demands it. So does the c-suite.

What will be covered at Customer Service Experience 2013?

• Voice of the customer strategies
• Leveraging analytics for intelligent decisions
• Social media support best practices
• Mobile customer service strategies
• Streamlining customer service processes
• Building integrated, multichannel support
• Moving from multichannel to cross-channel support
• Integrating mobile into a holistic customer service strategy

Who should attend?

• Chief Customer Officer
• VP/Director/Manager of IT, CIO, CTO
• VP/Director/Manager of Customer Service
• Web and social media strategists
• Managers of customer data and analytics
• Customer experience and service executive

Solution Sessions

These 20-minute sessions will provide a brief look at some of the cutting-edge customer service technologies that are currently available for customer service and support departments. Attendees will have the opportunity to hear directly from customer service and support vendors about a variety of technologies.

The Customer Solutions Expo combines the SpeechTEK, Customer Service Experience, and CRM Evolution showcases. This central gathering place features the leading sales, marketing, customer service, and speech recognition solutions. It is the perfect opportunity to meet with C-level executives, industry pioneers, and the technology gurus who help you do your job better. Admission to the Expo is free with the purchase of any conference pass or just $25 for Expo-Only access (when purchased by the early-bird deadline).

Monday, August 19
5:00 p.m. – 7:00 p.m.
Grand Opening Reception

Tuesday, August 20
10:00 a.m. – 5:30 p.m.

Wednesday, August 21
10:00 a.m. – 1:30 p.m.

Hope to see you there!

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• What A Customer Experience Management Professional Does
• Delivering a Good Digital Customer Experience? Try the Digital Customer Service Test
• Crucial Customer Service Skills for the Digital Age
• Why Everyone Needs a Turn Manning the Support Queue