Changing the 'Experience' of Customer Experience

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Sponsor

Customer Experience, as much as everything else in organizations today, is changing.
And sure, while we could say that it’s in a constant state of change, this latest change is significant! Today, customers around the world are demanding better experiences, insisting on more channels for communication and expect more control over their engagements. As a result, for the first time the social media revolution is seemingly shifting the balance of power from the company, to the customer. And because customer service departments are on the frontlines of interacting with customers - and solving their problems - this power shift is causing more trouble for them, than it is for other business units.
 
To successfully triumph over these challenges, customer service practitioners throughout the world and across industries are either piloting or testing strategies. But most of them are not sure if they are going in the right direction: there is just too much that is different. In this webinar, analyze a progressive timeline for extending existing customer service deployments.  And learn how to transform key ideas and metrics, into effective benchmarks for successfully changing the customer experience:

• Transform your customer service operation into an uncompromised customer experience
• Analyze exactly who “owns” social channels for customer experience
• Change management: investigate how to successfully integrate social channels for customer experience into contact centers
• Analyze and understand intuitive multi-channel deployment models and tactics
• Review case studies and lessons learned from leading edge industries: financial services, IT, public sector, telecommunications and utilities

Presenter:

Esteban Kolsky Founder ThinkJar

Esteban Kolsky is the Principal and Founder of ThinkJar, an advisory and research think-tank focused on Customer Strategies. He has over 22 years of experience in customer service and CRM consulting, research and advisory services. Most recently, he spent eight years at Gartner, focusing on Customer Service and CRM research. While at Gartner he coined the terms: EFM (enterprise feedback management) and CIH (customer interaction hub). In addition, he researched and wrote on the social networking topics that led to today’s revolution and assisted Fortune 500 and Global 2,000 organizations in all aspects of their CRM deployments. Mr. Kolsky is currently advising vendors and organizations on how to successfully extend social business customer interactions from CRM niches, to the entire organization. Mr. Kolsky attended California Polytechnic University at Pomona, where he graduated with a degree in Business Administration and minors in Computer Information Systems, Telecommunications, and Economics.

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