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
Developing software for the Internet of Things (IoT) comes with its own set of challenges. Security, privacy, and unified standards are a few key issues. In addition, each IoT product is comprised of (at least) three separate application components: the software embedded in the device, the back-end service, and the mobile application for the end user’s controls. Each component is developed by a different team, using different technologies and practices, and deployed to a different stack/target –...
What does it look like when you have access to cloud infrastructure and platform under the same roof? Let’s talk about the different layers of Technology as a Service: who cares, what runs where, and how does it all fit together. In his session at 18th Cloud Expo, Phil Jackson, Lead Technology Evangelist at SoftLayer, an IBM company, spoke about the picture being painted by IBM Cloud and how the tools being crafted can help fill the gaps in your IT infrastructure.
One of biggest questions about Big Data is “How do we harness all that information for business use quickly and effectively?” Geographic Information Systems (GIS) or spatial technology is about more than making maps, but adding critical context and meaning to data of all types, coming from all different channels – even sensors. In his session at @ThingsExpo, William (Bill) Meehan, director of utility solutions for Esri, will take a closer look at the current state of spatial technology and ar...
According to Forrester Research, every business will become either a digital predator or digital prey by 2020. To avoid demise, organizations must rapidly create new sources of value in their end-to-end customer experiences. True digital predators also must break down information and process silos and extend digital transformation initiatives to empower employees with the digital resources needed to win, serve, and retain customers.
A strange thing is happening along the way to the Internet of Things, namely far too many devices to work with and manage. It has become clear that we'll need much higher efficiency user experiences that can allow us to more easily and scalably work with the thousands of devices that will soon be in each of our lives. Enter the conversational interface revolution, combining bots we can literally talk with, gesture to, and even direct with our thoughts, with embedded artificial intelligence, wh...
Ask someone to architect an Internet of Things (IoT) solution and you are guaranteed to see a reference to the cloud. This would lead you to believe that IoT requires the cloud to exist. However, there are many IoT use cases where the cloud is not feasible or desirable. In his session at @ThingsExpo, Dave McCarthy, Director of Products at Bsquare Corporation, will discuss the strategies that exist to extend intelligence directly to IoT devices and sensors, freeing them from the constraints of ...
Let’s face it, embracing new storage technologies, capabilities and upgrading to new hardware often adds complexity and increases costs. In his session at 18th Cloud Expo, Seth Oxenhorn, Vice President of Business Development & Alliances at FalconStor, discussed how a truly heterogeneous software-defined storage approach can add value to legacy platforms and heterogeneous environments. The result reduces complexity, significantly lowers cost, and provides IT organizations with improved efficienc...
Businesses are struggling to manage the information flow and interactions between all of these new devices and things jumping on their network, and the apps and IT systems they control. The data businesses gather is only helpful if they can do something with it. In his session at @ThingsExpo, Chris Witeck, Principal Technology Strategist at Citrix, will discuss how different the impact of IoT will be for large businesses, expanding how IoT will allow large organizations to make their legacy ap...
19th Cloud Expo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Meanwhile, 94% of enterpri...
Complete Internet of Things (IoT) embedded device security is not just about the device but involves the entire product’s identity, data and control integrity, and services traversing the cloud. A device can no longer be looked at as an island; it is a part of a system. In fact, given the cross-domain interactions enabled by IoT it could be a part of many systems. Also, depending on where the device is deployed, for example, in the office building versus a factory floor or oil field, security ha...
SYS-CON Events announced today that CDS Global Cloud, an Infrastructure as a Service provider, will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. CDS Global Cloud is an IaaS (Infrastructure as a Service) provider specializing in solutions for e-commerce, internet gaming, online education and other internet applications. With a growing number of data centers and network points around the world, ...
In this strange new world where more and more power is drawn from business technology, companies are effectively straddling two paths on the road to innovation and transformation into digital enterprises. The first path is the heritage trail – with “legacy” technology forming the background. Here, extant technologies are transformed by core IT teams to provide more API-driven approaches. Legacy systems can restrict companies that are transitioning into digital enterprises. To truly become a lea...
24Notion is full-service global creative digital marketing, technology and lifestyle agency that combines strategic ideas with customized tactical execution. With a broad understand of the art of traditional marketing, new media, communications and social influence, 24Notion uniquely understands how to connect your brand strategy with the right consumer. 24Notion ranked #12 on Corporate Social Responsibility - Book of List.
Why do your mobile transformations need to happen today? Mobile is the strategy that enterprise transformation centers on to drive customer engagement. In his general session at @ThingsExpo, Roger Woods, Director, Mobile Product & Strategy – Adobe Marketing Cloud, covered key IoT and mobile trends that are forcing mobile transformation, key components of a solid mobile strategy and explored how brands are effectively driving mobile change throughout the enterprise.
Technology vendors and analysts are eager to paint a rosy picture of how wonderful IoT is and why your deployment will be great with the use of their products and services. While it is easy to showcase successful IoT solutions, identifying IoT systems that missed the mark or failed can often provide more in the way of key lessons learned. In his session at @ThingsExpo, Peter Vanderminden, Principal Industry Analyst for IoT & Digital Supply Chain to Flatiron Strategies, will focus on how IoT de...