2017 CX Think Tank: Executive Discussion: From Contact Center to Customer Engagement Center – The Critical Need for Change
Why You Should Attend!
Your customers are changing. Today’s digital-age consumers are more connected, informed, empowered and demanding than ever before. With your competitors just a click away, consumers hold the power of choice – and with more choice comes higher standards for customer service. Traditional contact centers are simply not equipped to live up to modern consumer expectations such as digital self-service and consistent experiences when transitioning from one channel to another.
Are you ready to evolve your business to compete at the next level of customer experience? It’s time to embrace the new digital customer and drive real loyalty by meeting and exceeding their expectations.
Join us as we explore the latest trends, strategies and best practices that are shaping the future of customer service. You will learn:
- Why the contact center status quo is failing your business
- Which new capabilities are essential to meeting the expectations of today’s consumers
- How you can balance the cost of delivering exceptional customer service
- Strategies to break free of your legacy limitations, simplify operations and succeed in an omni-channel, digital first environment
- Specific tactics to optimize and empower your workforce in an age of millennial-minded employees
The "2017 CX Think Tank: Executive Discussion: From Contact Center to Customer Engagement Center – The Critical Need for Change" in Chicago is proudly sponsored by:
Aspect’s fully-integrated solution unifies the three most important facets of modern contact center management: customer interaction management, workforce optimization, and back-office. We help the world’s most demanding contact centers seamlessly align their people, processes and touch points to deliver remarkable customer experiences.
Putting the Contact Center at the Center of the Customer Experience
Today’s consumers own the conversation, choosing when, where and how they communicate. The emergence of dynamic, web-based and very public consumer communication channels is thrusting the contact center into the leadership role for delivering an excellent experience to these highly conversational consumers. Organizations that anticipate and adapt to this “relationship revolution” will be better poised to build long-term customer loyalty and value. Aspect equips you to serve today’s demanding customers through seamless, two-way communications across phone, chat, email, IM, SMS and social channels. You can make the most of unified communications and collaboration platforms such as Microsoft SharePoint, Dynamics CRM and Lync by uniting your contact center with these enterprise technologies for more informed, effective customer interactions.
Wherever you’re looking to remove communication and workflow barriers or automate more productive business processes, Aspect solutions allow you to build on your existing customer contact, workforce optimization and enterprise technology investments.
Aspect powers customer contact for businesses of all sizes in nearly every industry:
• 1.4 million agents worldwide in 70+ countries
• 100+ million customer interactions managed daily
• 62 percent of the Fortune 100
- 4 of the top 5 commercial banks
- 6 of the top 10 general merchandisers
- 8 of the top 10 health care providers: Insurance and Managed Care
- 4 of the top 5 telecom providers
- 4 out of top 5 food and drug stores
- 5 of the top 5 airlines
- 3 of the top 3 computer software companies
This event will feature insights from top executives, including:
Maui Jim Sunglasses View Bio »
Preston Beckstrand is the Director of Customer Care at Maui Jim Sunglasses. For the last two years he has overseen their 200 person operation, which delivers industry leading repair and customer service. Maui Jim is a brand which is widely known as much for its unmatched eyewear as its world class customer service. Since joining Maui Jim, Preston has overseen expansion into new venues of interaction including online chat and social media. He has also broadened online support all while improving service levels on the phone.
Previous to his role at Maui Jim, Preston worked with two other cutting edge service companies, 1-800 CONTACTS and Luxottica in capacities ranging from Training and Recruiting to Business Development and Project Management.
Preston is a firm believer in frontline empowerment and coaching as the keys to great service. He has built organizations with a focus on free interaction of those who are on the front line. He believes the best way to exceed customer expectations is by hiring the right people, teaching them correct principles, and letting them be themselves, with frequent feedback and coaching to help them improve. These techniques have driven Customer Satisfaction ratings over 98.8% in the first 3 months of doing online chat on Maui Jim.com.
In his free time Preston enjoys spending time with his 4 year old twin girls, and supporting his favorite teams (Liverpool FC, Utah Jazz, BYU and the Chicago Cubs). He and his wife love traveling at every opportunity they get.
Preston graduated from Utah Valley University with a BS in International Business with an Emphasis on Japanese.
Aspect View Bio »
As Director, Product Management of the Interaction Management portfolio, Kelly Burke brings more than 20 years of experience in customer engagement with Aspect. She is responsible for defining major new product capabilities for the company’s Interaction Management portfolio including Aspect® Unified IP® and Zipwire®, that deliver complete Omnichannel self-service and agent empowered engagement strategies, social/text CRM, and proactive compliant outreach for exceptional customer service and innovative user experiences spanning traditional contact center deployment models and the newest native cloud customer engagement platform, Aspect Via™.
Kelly is focused on developing strategies for tightly integrating Omnichannel customer care, analytics, and optimization technologies that increase insight, efficiency and autonomy while promoting consistent meaningful customer engagement all delivered via a cloud optimized, web service-centric architecture.
Kelly began her career at Aspect in R&D where she led many of the development programs for our early contact center solutions for enterprise routing, reporting and administration platforms.
E*Trade View Bio »
Entering the space of UI / UX more than 15 years ago, Melissa started out designing the interface for internal collection agent systems. As digital and UX principles began to shape, she moved over to the digital space for collections and then eventually to the Website and Mobile App team at Discover Financial Services, leading a team of 20 UX Specialists, Designers, and Product Owners. Newly hired as the Director of Product Customer Experience, Melissa leads a team of Product Customer Experience professionals to create a combined UX for E*TRADE and the newly acquired Optionshouse. In parallel, Melissa is a Human Computer Interaction Masters’s Candidate at Iowa State University, founded the Brett Robert Jostes Scholarship for Girls Going Into STEM, a three year running WebAward Judge and has been quoted in Forbes magazine as a UX industry leader.
Aspect View Bio »
Michael brings more than 25 years of experience in the customer service and contact center industries to Aspect. As a Director of Product Marketing at Aspect, Michael contributes directly to company strategy with a view to market trends and product strategy, focusing on enhanced customer experiences enabled through Omni-channel contact strategies and workforce optimization.
Joining Aspect in April 1999, Michael brought more than nine years of customer service, technical and sales training experience to the company, where he was initially the lead sales and technical channel partner trainer for the company’s contact management platform.
Health Care Service Corporation, a Mutual Legal Reserve Company View Bio »
In her current role, Juliane leads the customer experience strategy and design team within HCSC’s corporate strategy office. Working with leaders across the organization, her team uncovers opportunities to reduce friction in the current experience and leads efforts to define, design and deliver the future experience.
Charged with bringing the outside-in perspective to the table, Juliane and her team immerse themselves in research and other exploratory activities to understand the customer’s perspective, emotions, and needs at critical moments. The team then works with business and technology partners to deliver insights that will shape near term and long term efforts to deliver a cohesive, coordinated omnichannel experience to all of HCSC’s constituents, including members, providers, producers, and employers.
Juliane has more than 20 years of health care experience, including work in information technology, user experience, and communications. She graduated from the University of Illinois in Urbana with a degree in English literature.
8:00am – 8:30am Networking Breakfast
8:30am – 8:35am Argyle Executive Forum Opening Remarks
8:35am – 8:40am Participant Introductions
8:40am – 9:00am Aspect Remarks
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Director, Product Marketing
9:00am - 9:40am Panel Discussion: "From Contact Center to Customer Engagement Center – The Critical Need for Change"
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Session topics include, but are not limited to:
- How do you find out what your customer preferences are?
- Do your customers really want a contextual, natural, personal experience? What does that mean for your organization? If yes, what are you doing about it?
- What does customer journey mean to you? Is it interaction mapping, purchase tracking, reporting and analysis, all of these?
- Who are the recipients of this customer journey insight? Your representatives/agents, your business analysts, or are you going to use the insight to alter or model the customer experience itself?
- Do you agree that your customers are not buying products anymore but they are buying an experience? What are you focusing on to create these experiences? Is it reducing effort? Is it convenience? Ensuring customer success?
- Do you think automation should be/can be part of a continuum of the complete service experience? Does that include self-service, chatbots, IVR, etc.?
Director of Interaction Management
Director Customer Care
Maui Jim Sunglasses
Director of Digital Product Customer Experience
Juliane Trapp Pearson
Head of Customer Experience at Blue Cross and Blue Shield of Illinois, Montana, New Mexico, Oklahoma & Texas
Health Care Service Corporation, a Mutual Legal Reserve Company
9:40am – 9:50am Coffee Break
9:50am – 10:50am Interactive Roundtable Discussions
10:50am – 11:00am Key Takeaways & Summation
This meeting convenes Customer Experience Executives. Participation is reserved for Members of Argyle Executive Forum that meet the following criteria:
- Manager- level or higher Customer Experience executives, as well as select direct reports, from companies with at least $1b in annual revenue.
- Heads of Customer Experience (or equivalent), as well as select direct reports, from companies with at least $100mm in annual revenue.
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An SVP of Customer Service Programs at American General Life on attending Argyle Customer Care Forums.
"I always come away with actionable items that I can quickly adapt and implement into my business."
A VP of Customer Experience Strategy at Frontier Communications on value derived from Argyle Customer Care Forums.
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