Welcome!

News Feed Item

Competing on the Customer Experience in an Omni-Channel World

LONDON, August 19, 2014 /PRNewswire/ --

For customer experience and customer service leaders from across all industries and sectors, competing in an omni-channel world is proving to be the hurdle that is the hardest to master. Yet when done well it is the most valuable tool for improving brand loyalty, trust and for retaining customers.

'Competing on the Customer Experience in an Omni-Channel World' is an in-depth whitepaper produced by Call Centre IQ for the Executive Customer Contact Exchange, which explores both the philosophical and practical strategies that businesses need to consider if they are to satisfy the "always on" customer. Businesses must consider not only how to meet customer demands, but how to consistently exceed expectations, and they must ensure they are in a position to do so at all times and across every channel.

Through three in-depth sections, this whitepaper reveals what to do-and what not to do-in today's omni-channel "age of the customer." After using a comparison between Chipotle and Subway to underscore what customer-centricity means in today's environment, it then discusses the 5 fundamental traits needed to succeed as a social customer care representative before revealing 5 dos and do nots of customer service in that burgeoning channel. The result is valuable insight into not only how to think about the customer experience in today's environment, but also how to execute the best strategy.

This exclusive research has been collated into a complimentary whitepaper 'Competing on the Customer Experience in an Omni-Channel World' which is free to download: http://bit.ly/1uQF2ED

The issues raised in the whitepaper will be discussed in greater detail at the Executive Customer Contact Exchange, US (October 14-15, 2014; Miami). The event is an invitation only meeting for 60 Heads of Customer Experience and Customer Service to meet, network with, and benchmark against some of the biggest customer service players and brands.

The list of attendees reads like a who's who of the customer service world including; Barclaycard, COO; Sears Holdings, DVP, E-Commerce Customer Operations; Wells Fargo, EVP; Dunkin' Brands, Strategic Initiative Director, Office of the COO; AT&T, VP, Customer Services; Erie Insurance, VP Customer Care;    Neiman Marcus, VP Customer Care; Hilton, VP Social Media Planning & Integration Worldwide; Verizon, Director of Social Media & Digital Strategy;    City of Buffalo, Director of Citizen Services; Ask.com, GM, Worldwide Customer Care & Technical Support;    DirecTV, Senior Director, Customer Satisfaction; and Walgreens, Director, Operational Excellence & Customer Care Operations to name a few.

Nicholas Turner, Research Director for the Customer Management Exchange Network comments: "Customer expectations have increased dramatically in a drastically short space of time leaving many companies struggling to cope with growing consumer demands. Rapid advancements in technology and the growing use of social media have also come hurtling into our lives and have changed the way in which consumers access information, making them more powerful than ever before. Companies are starting to realize that their customer contact can't just be good some of the time; it has to be consistently excellent across all channels. That's why the forums we host are tailored specifically for our strategic leaders and their needs. This has meant an unprecedented response for the October meeting already, and needless to say we're very excited for what the event has in store".

For more information or to request your invitation to attend the Executive Customer Contact Exchange (14 - 15 October 2014, US) visit http://bit.ly/VBuOc0, call +44 (0)207 368 9484 or email [email protected].

Media contact: Tania Silva-Jones, +44(0)20-7368-9733, [email protected] or visit http://bit.ly/VBuOc0

Press are invited to attend this important industry forum. If you would like a complimentary press pass please email Tania Silva-Jones at [email protected]

SOURCE IQPC

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
SYS-CON Events announced today that AppNeta, the leader in performance insight for business-critical web applications, will exhibit and present at SYS-CON's @DevOpsSummit at Cloud Expo New York, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. AppNeta is the only application performance monitoring (APM) company to provide solutions for all applications – applications you develop internally, business-critical SaaS applications you use and the networks that deli...
SoftLayer operates a global cloud infrastructure platform built for Internet scale. With a global footprint of data centers and network points of presence, SoftLayer provides infrastructure as a service to leading-edge customers ranging from Web startups to global enterprises. SoftLayer's modular architecture, full-featured API, and sophisticated automation provide unparalleled performance and control. Its flexible unified platform seamlessly spans physical and virtual devices linked via a world...
SYS-CON Events announced today that ContentMX, the marketing technology and services company with a singular mission to increase engagement and drive more conversations for enterprise, channel and SMB technology marketers, has been named “Sponsor & Exhibitor Lounge Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York City, New York. “CloudExpo is a great opportunity to start a conversation with new prospects, but what happens after the...
In the rush to compete in the digital age, a successful digital transformation is essential, but many organizations are setting themselves up for failure. There’s a common misconception that the process is just about technology, but it’s not. It’s about your business. It shouldn’t be treated as an isolated IT project; it should be driven by business needs with the committed involvement of a range of stakeholders.
SYS-CON Events announced today that Isomorphic Software will exhibit at SYS-CON's [email protected] at Cloud Expo New York, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Isomorphic Software provides the SmartClient HTML5/AJAX platform, the most advanced technology for building rich, high-productivity enterprise web applications for any device. SmartClient couples the industry’s broadest, deepest UI component set with a java server framework to deliver an end-...
As machines are increasingly connected to the internet, it’s becoming easier to discover the numerous ways Industrial IoT (IIoT) is helping to shape the business world. This is exactly why we have decided to take a closer look at this pervasive movement and to examine the desire to connect more things! Now if you need a refresher on IIoT and how it is changing the world, take a moment and listen to Greg Gorbach with ARC Advisory Group. Gorbach believes, "IIoT will significantly change the worl...
The cloud era has reached the stage where it is no longer a question of whether a company should migrate, but when. Enterprises have embraced the outsourcing of where their various applications are stored and who manages them, saving significant investment along the way. Plus, the cloud has become a defining competitive edge. Companies that fail to successfully adapt risk failure. The media, of course, continues to extol the virtues of the cloud, including how easy it is to get there. Migrating...
How will your company move to the cloud while ensuring a solid security posture? Organizations from small to large are increasingly adopting cloud solutions to deliver essential business services at a much lower cost. According to cyber security experts, the frequency and severity of cyber-attacks are on the rise, causing alarm to businesses and customers across a variety of industries. To defend against exploits like these, a company must adopt a comprehensive security defense strategy that is ...
Companies can harness IoT and predictive analytics to sustain business continuity; predict and manage site performance during emergencies; minimize expensive reactive maintenance; and forecast equipment and maintenance budgets and expenditures. Providing cost-effective, uninterrupted service is challenging, particularly for organizations with geographically dispersed operations.
SYS-CON Events announced today that BMC Software has been named "Siver Sponsor" of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2015 at the Javits Center in New York, New York. BMC is a global leader in innovative software solutions that help businesses transform into digital enterprises for the ultimate competitive advantage. BMC Digital Enterprise Management is a set of innovative IT solutions designed to make digital business fast, seamless, and optimized from mainframe to mo...
The IoT is changing the way enterprises conduct business. In his session at @ThingsExpo, Eric Hoffman, Vice President at EastBanc Technologies, discuss how businesses can gain an edge over competitors by empowering consumers to take control through IoT. We'll cite examples such as a Washington, D.C.-based sports club that leveraged IoT and the cloud to develop a comprehensive booking system. He'll also highlight how IoT can revitalize and restore outdated business models, making them profitable...
IoT generates lots of temporal data. But how do you unlock its value? How do you coordinate the diverse moving parts that must come together when developing your IoT product? What are the key challenges addressed by Data as a Service? How does cloud computing underlie and connect the notions of Digital and DevOps What is the impact of the API economy? What is the business imperative for Cognitive Computing? Get all these questions and hundreds more like them answered at the 18th Cloud Expo...
SYS-CON Events announced today the Docker Meets Kubernetes – Intro into the Kubernetes World, being held June 9, 2016, in conjunction with 18th Cloud Expo | @ThingsExpo, at the Javits Center in New York, NY. Register for 'Docker Meets Kubernetes Workshop' Here! This workshop led by Sebastian Scheele, co-founder of Loodse, introduces participants to Kubernetes (container orchestration). Through a combination of instructor-led presentations, demonstrations, and hands-on labs, participants learn ...
As organizations shift towards IT-as-a-service models, the need for managing and protecting data residing across physical, virtual, and now cloud environments grows with it. Commvault can ensure protection, access and E-Discovery of your data – whether in a private cloud, a Service Provider delivered public cloud, or a hybrid cloud environment – across the heterogeneous enterprise. In his general session at 18th Cloud Expo, Randy De Meno, Chief Technologist - Windows Products and Microsoft Part...
The cloud market growth today is largely in public clouds. While there is a lot of spend in IT departments in virtualization, these aren’t yet translating into a true “cloud” experience within the enterprise. What is stopping the growth of the “private cloud” market? In his general session at 18th Cloud Expo, Nara Rajagopalan, CEO of Accelerite, will explore the challenges in deploying, managing, and getting adoption for a private cloud within an enterprise. What are the key differences betwee...