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 Interoute, owner-operator of one of Europe's largest networks and a global cloud services platform, has been named “Bronze 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. Interoute is the owner-operator of one of Europe's largest networks and a global cloud services platform which encompasses 12 data centers, 14 virtual data centers and 31 colocation centers, with connections to 195 ad...
Advances in technology and ubiquitous connectivity have made the utilization of a dispersed workforce more common. Whether that remote team is located across the street or country, management styles/ approaches will have to be adjusted to accommodate this new dynamic. In his session at 17th Cloud Expo, Sagi Brody, Chief Technology Officer at Webair Internet Development Inc., focused on the challenges of managing remote teams, providing real-world examples that demonstrate what works and what do...
As enterprises work to take advantage of Big Data technologies, they frequently become distracted by product-level decisions. In most new Big Data builds this approach is completely counter-productive: it presupposes tools that may not be a fit for development teams, forces IT to take on the burden of evaluating and maintaining unfamiliar technology, and represents a major up-front expense. In his session at @BigDataExpo at @ThingsExpo, Andrew Warfield, CTO and Co-Founder of Coho Data, will dis...
SYS-CON Events announced today that Men & Mice, the leading global provider of DNS, DHCP and IP address management overlay solutions, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. The Men & Mice Suite overlay solution is already known for its powerful application in heterogeneous operating environments, enabling enterprises to scale without fuss. Building on a solid range of diverse platform support,...
SYS-CON Events announced today that Commvault, a global leader in enterprise data protection and information management, has been named “Bronze Sponsor” of SYS-CON's 18th International Cloud Expo, which will take place on June 7–9, 2016, at the Javits Center in New York City, NY, and the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Commvault is a leading provider of data protection and information management...
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...
It's easy to assume that your app will run on a fast and reliable network. The reality for your app's users, though, is often a slow, unreliable network with spotty coverage. What happens when the network doesn't work, or when the device is in airplane mode? You get unhappy, frustrated users. An offline-first app is an app that works, without error, when there is no network connection.
The cloud promises new levels of agility and cost-savings for Big Data, data warehousing and analytics. But it’s challenging to understand all the options – from IaaS and PaaS to newer services like HaaS (Hadoop as a Service) and BDaaS (Big Data as a Service). In her session at @BigDataExpo at @ThingsExpo, Hannah Smalltree, a director at Cazena, will provide an educational overview of emerging “as-a-service” options for Big Data in the cloud. This is critical background for IT and data profes...
Father business cycles and digital consumers are forcing enterprises to respond faster to customer needs and competitive demands. Successful integration of DevOps and Agile development will be key for business success in today’s digital economy. In his session at DevOps Summit, Pradeep Prabhu, Co-Founder & CEO of Cloudmunch, covered the critical practices that enterprises should consider to seamlessly integrate Agile and DevOps processes, barriers to implementing this in the enterprise, and pr...
Cognitive Computing is becoming the foundation for a new generation of solutions that have the potential to transform business. Unlike traditional approaches to building solutions, a cognitive computing approach allows the data to help determine the way applications are designed. This contrasts with conventional software development that begins with defining logic based on the current way a business operates. In her session at 18th Cloud Expo, Judith S. Hurwitz, President and CEO of Hurwitz & ...
The principles behind DevOps are not new - for decades people have been automating system administration and decreasing the time to deploy apps and perform other management tasks. However, only recently did we see the tools and the will necessary to share the benefits and power of automation with a wider circle of people. In his session at DevOps Summit, Bernard Sanders, Chief Technology Officer at CloudBolt Software, explored the latest tools including Puppet, Chef, Docker, and CMPs needed to...
One of the bewildering things about DevOps is integrating the massive toolchain including the dozens of new tools that seem to crop up every year. Part of DevOps is Continuous Delivery and having a complex toolchain can add additional integration and setup to your developer environment. In his session at @DevOpsSummit at 18th Cloud Expo, Miko Matsumura, Chief Marketing Officer of Gradle Inc., will discuss which tools to use in a developer stack, how to provision the toolchain to minimize onboa...
As someone who has been dedicated to automation and Application Release Automation (ARA) technology for almost six years now, one of the most common questions I get asked regards Platform-as-a-Service (PaaS). Specifically, people want to know whether release automation is still needed when a PaaS is in place, and why. Isn't that what a PaaS provides? A solution to the deployment and runtime challenges of an application? Why would anyone using a PaaS then need an automation engine with workflow ...
SYS-CON Events announced today that VAI, a leading ERP software provider, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. VAI (Vormittag Associates, Inc.) is a leading independent mid-market ERP software developer renowned for its flexible solutions and ability to automate critical business functions for the distribution, manufacturing, specialty retail and service sectors. An IBM Premier Business Part...
SYS-CON Events announced today that Alert Logic, Inc., the leading provider of Security-as-a-Service solutions for the cloud, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Alert Logic, Inc., provides Security-as-a-Service for on-premises, cloud, and hybrid infrastructures, delivering deep security insight and continuous protection for customers at a lower cost than traditional security solutions. Ful...