Customer Experience (CX)

Think Tank:

2017 CX Think Tank:
Executive Discussion: From Contact Center to Customer Engagement Center - The Critical Need for Change

Sep 13, 2017

Overview

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

Join Us at this Event

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Who Should Attend

Speakers

If you'd like to recommend a speaker, please email speakerinquiry@argyleforum.com

Preston Beckstrand

Preston Beckstrand

Director Customer Care

Maui Jim Sunglasses

Kelly Burke

Kelly Burke

Director of Interaction Management

Aspect

Melissa Douros

Melissa Douros

Director of Digital Product Customer Experience

E*Trade

Michael Kropidlowski

Michael Kropidlowski

Director, Product Marketing

Aspect

Juliane Trapp Pearson

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

Agenda

Download Agenda
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

Michael Kropidlowski
Director, Product Marketing 
Aspect

9:00am - 9:40am
Panel Discussion: "From Contact Center to Customer Engagement Center - The Critical Need for Change"

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.?  

Moderator:
Kelly Burke
Director of Interaction Management 
Aspect

Panelists:
Preston Beckstrand
Director Customer Care
Maui Jim Sunglasses

Melissa Douros
Director of Digital Product Customer Experience 
E*Trade

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

Sponsors

This event will feature insights from top executives, including

Event Partner

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

Interested in sponsoring an event?

Speak to one of our dedicated sponsorship teams sponsorship@argyleforum.com

Sponsorship Information

Advisory Board

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