Click here to close now.




















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
DevOps Summit, taking place Nov 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 17th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long development...
Too often with compelling new technologies market participants become overly enamored with that attractiveness of the technology and neglect underlying business drivers. This tendency, what some call the “newest shiny object syndrome,” is understandable given that virtually all of us are heavily engaged in technology. But it is also mistaken. Without concrete business cases driving its deployment, IoT, like many other technologies before it, will fade into obscurity.
Whether you like it or not, DevOps is on track for a remarkable alliance with security. The SEC didn’t approve the merger. And your boss hasn’t heard anything about it. Yet, this unruly triumvirate will soon dominate and deliver DevSecOps faster, cheaper, better, and on an unprecedented scale. In his session at DevOps Summit, Frank Bunger, VP of Customer Success at ScriptRock, will discuss how this cathartic moment will propel the DevOps movement from such stuff as dreams are made on to a prac...
SYS-CON Events announced today that DataClear Inc. will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. The DataClear ‘BlackBox’ is the only solution that moves your PC, browsing and data out of the United States and away from prying (and spying) eyes. Its solution automatically builds you a clean, on-demand, virus free, new virtual cloud based PC outside of the United States, and wipes it clean...
With the proliferation of connected devices underpinning new Internet of Things systems, Brandon Schulz, Director of Luxoft IoT – Retail, will be looking at the transformation of the retail customer experience in brick and mortar stores in his session at @ThingsExpo. Questions he will address include: Will beacons drop to the wayside like QR codes, or be a proximity-based profit driver? How will the customer experience change in stores of all types when everything can be instrumented and a...
Contrary to mainstream media attention, the multiple possibilities of how consumer IoT will transform our everyday lives aren’t the only angle of this headline-gaining trend. There’s a huge opportunity for “industrial IoT” and “Smart Cities” to impact the world in the same capacity – especially during critical situations. For example, a community water dam that needs to release water can leverage embedded critical communications logic to alert the appropriate individuals, on the right device, as...
Manufacturing connected IoT versions of traditional products requires more than multiple deep technology skills. It also requires a shift in mindset, to realize that connected, sensor-enabled “things” act more like services than what we usually think of as products. In his session at @ThingsExpo, David Friedman, CEO and co-founder of Ayla Networks, will discuss how when sensors start generating detailed real-world data about products and how they’re being used, smart manufacturers can use the ...
WebRTC services have already permeated corporate communications in the form of videoconferencing solutions. However, WebRTC has the potential of going beyond and catalyzing a new class of services providing more than calls with capabilities such as mass-scale real-time media broadcasting, enriched and augmented video, person-to-machine and machine-to-machine communications. In his session at @ThingsExpo, Luis Lopez, CEO of Kurento, will introduce the technologies required for implementing thes...
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 designed for their business. In 2015, organizations such as United Airlines, Sony...
SYS-CON Events announced today that HPM Networks will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. For 20 years, HPM Networks has been integrating technology solutions that solve complex business challenges. HPM Networks has designed solutions for both SMB and enterprise customers throughout the San Francisco Bay Area.
Any Ops team trying to support a company in today’s cloud-connected world knows that a new way of thinking is required – one just as dramatic than the shift from Ops to DevOps. The diversity of modern operations requires teams to focus their impact on breadth vs. depth. In his session at DevOps Summit, Adam Serediuk, Director of Operations at xMatters, Inc., will discuss the strategic requirements of evolving from Ops to DevOps, and why modern Operations has begun leveraging the “NoOps” approa...
While many app developers are comfortable building apps for the smartphone, there is a whole new world out there. In his session at @ThingsExpo, Narayan Sainaney, Co-founder and CTO of Mojio, will discuss how the business case for connected car apps is growing and, with open platform companies having already done the heavy lifting, there really is no barrier to entry.
To assist customers with legacy Windows Server 2003 that is no longer supported by Microsoft, Racemi has introduced fixed price packages for upgrading and migrating Windows Server 2003 servers to either Windows 2008 R2 or Windows 2012 R2 and the choice of Amazon Web Services (AWS) or SoftLayer cloud. "We're extending a lifeline by upgrading the legacy servers to more modern Windows Server platforms while taking advantage of cloud computing," said James Strayer, vice president of product managem...
All major researchers estimate there will be tens of billions devices - computers, smartphones, tablets, and sensors - connected to the Internet by 2020. This number will continue to grow at a rapid pace for the next several decades. With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo, November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Learn what is going on, contribute to the discussions, and e...
As more intelligent IoT applications shift into gear, they’re merging into the ever-increasing traffic flow of the Internet. It won’t be long before we experience bottlenecks, as IoT traffic peaks during rush hours. Organizations that are unprepared will find themselves by the side of the road unable to cross back into the fast lane. As billions of new devices begin to communicate and exchange data – will your infrastructure be scalable enough to handle this new interconnected world?