Management for Revenue Growth
The Importance of Customer Experience Management for Revenue Growth
As your company plans its growth strategies for 2010, it is an imperative to include a customer service strategy that leverages the latest in Customer Experience Management (CEM) techniques. Providing your customers a superior service experience will lead to additional revenue. Listen as Shaun Smith, founder of the customer experience movement and a leading expert in CEM, explains the migration from basic customer interaction management and CRM to a CEM model.
Watch this recorded webcast to learn:
- Why CEM is gaining attention from the highest levels of the enterprise.
- Why contact centers now provide a major opportunity for growth.
- Practical tips on contact center projects that have the quickest and highest return on investment.
Plus, you will hear David James, Director of Relationship Management Technology for Convergys, review real-world examples of project implementations that you can apply to your business to better address your customers needs and meet your growth goals at the same time.
Date Aired: |
December 10, 2009 |
Speakers: |
Shaun Smith, Founder of the customer
experience movement |
| David James, Director of Relationship Management Technology for Convergys |
Complete this form to watch the webinar, or to download the presentation deck:
Speaker Biographies
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Over the last decade, Shaun Smith has been a key catalyst in expanding management focus from the tactical issues of customer service to the wider strategic issue of customer experience. He has developed some of the latest thinking and practice around this subject, helping organizations world-wide to create compelling customer experiences that achieve brand differentiation and long-term customer loyalty. He is co-author of three acclaimed business books, and rated as a top business speaker for leading organizations throughout Europe, Asia Pacific and the US. Shaun doesn’t talk about paradigms, complex methodologies or magic bullets; instead his approach is refreshingly straightforward, always pragmatic and at times, controversial.
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David James is director of solutions marketing for Convergys’ Relationship Technology Management division. He has more than 13 years in the technology marketing and product strategy for contact center tools, Software as a Service solutions and customer relationship management (CRM) applications. David is responsible for the go-to-market planning of Convergys Intelligent Solutions portfolio of products and services. Before joining Convergys, David held product marketing and product strategy positions at Siebel Systems and Oracle Corp.
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