Webinar Week Series: Customer Engagement
From Crisis to Opportunity: Reimagining the Customer Experience
Frost & Sullivan is excited to announce the fourth installment of our Webinar Week Series. This week, our complimentary webinars will focus on customer engagement and will help you in transitioning from crisis to opportunity when reimagining the customer experience. We are bringing you industry thought leaders who will share their insight and real world examples of navigating customer experience in this new normal. Now more than ever, the ability to adapt to all that has and will continue to change is paramount.
Join us to hear solutions to your very real challenges including:
- Value and Nurture Your Greatest Assets, Your Front-Line Employees (Monday)
- Adjusting Your Customer Engagement Approach in the Current Times (Tuesday)
- Fostering Trust & Loyalty (Wednesday)
- Pivoting and Adapting to Dramatically Shifting Customer Needs (Thursday)
The digital acceleration driven by COVID-19 is ushering in new ways of doing business, new ways of working, and a new way of communicating with your customers. Now is the time for you to lead your organization in innovating the customer experience. Don’t miss this opportunity to discover ideas to evolve, grow, and embrace the future of your business.
Speakers
Neil Crane
Vice President of Product and Technology
Cicero Inc.
Michael DeSalles
Principal Analyst
Frost & Sullivan
Roberta Gamble
Partner and Vice President
Frost & Sullivan
Dan Henig
Vice President
Customer Operations
SurveyMonkey
Shonnah Hughes
Global Product Growth & Innovation Evangelist
GetFeedback
Marty Jackson
Strategic Vision Lead
Genesys
Tommy Minta
Digital Solutions Lead, North America
Genesys
Jeff Nordvold
General Manager
CH Robinson
Christine Rimer
Vice President
Customer Experience & Advocacy
SurveyMonkey
Paul Selby
Director
Product Marketing – Customer Workflows
ServiceNow
Todd Sherin
Chief Revenue Officer
Cicero Inc.
Agenda
Customer Story: Maximize Human Capital to Increase Loyalty and Profitability
Neil Crane
Vice President of Product and Technology
Cicero Inc.
Todd Sherin
Chief Revenue Officer
Cicero Inc.
Jeff Nordvold
General Manager
CH Robinson
Your greatest assets are the skills and experience of your employees. Value and nurture this asset to improve employee productivity, support customer loyalty and increase profitability. Learn how a Fortune 500 Logistics Company nurtured their front line employees by leveraging analytics.
Key Take-Aways:
- Metrics for valuing human capital
- Strategies for enhancing and personalizing the employee experience
- Best practices for managing integration of new technologies like automation and AI alongside valued employees
The Great Debate: To Scale or Optimize - Adjusting Your Customer Engagement Approach in the Current Times
Paul Selby
Director, Product Marketing – Customer Workflows
ServiceNow
As customer service organizations scramble to adjust their operations to the new reality of closed offices and storefronts, most feel they face only two options: change staffing levels or change processes. We propose that you can adopt a strategy that proactively addresses both options in order to deliver the level of attention customers demand.
Key Take-Aways:
- Examples of how large companies and organizations such as Basware, Proximus, State of Tennessee, and more are better connecting engagement to operations
- Best practices to automate solutions to requests through self-service
- Ways to empower agents to do to more, more effectively
Leading with Empathy to Drive Brand Trust & Customer Loyalty
Tommy Minta
Digital Solutions Lead, North America
Genesys
Marty Jackson
Strategic Vision Lead
Genesys
If there was ever a time when empathy was needed – locally and globally, individually and collectively, personally and in business – we are decidedly living in that time now. The experiences that your brand provides to customers has moved beyond being a competitive differentiator to becoming part of the lifeblood of your operation.
Key Take-Aways:
- The concept of providing experience as a service: true personalization at scale
- Best practices for enabling you to interact with empathy
- Guide to fostering customer trust and loyalty
Navigating CX in the New Normal: Simple Strategies to Support Your Customers
Christine Rimer
Vice President, Customer Experience & Advocacy
SurveyMonkey
Dan Henig
Vice President, Customer Operations
SurveyMonkey
Shonnah Hughes
Global Product Growth & Innovation Evangelist
GetFeedback
Customer needs have shifted dramatically this year, and CX leaders have their work cut out for them as organizations must pivot and adapt to the new normal. In our session, we’ll explore this new reality for CX and reveal simple steps you can take to make a big impact with less effort—from leaning into customer empathy to taking meaningful action in service of your customers.
Key Take-Aways:
- Emerging CX trends in the new normal and what that means for your business
- Key strategies to stabilize and grow your organization through CX in these uncertain times
- Best practices on how to turn customer feedback into a long-lasting plan with high business impact
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