Deliver Exceptional Customer Care Across All Channels

Wednesday, August 20, 2014

SUNRISE SESSION: Is Customer Experience a Crock?
8:00 a.m. - 8:45 a.m.
Moderator: Esteban Kolsky, Founder and President, ThinkJar
Ian Jacobs, Globally, Forrester Research
Krissy Espindola, Digital Services Lead, Emerging & Cloud Applications Practice, Ernst & Young
Alan Berkson, Global Director of Community Outreach & Analyst Relations, Freshworks
After 15 or more years of focusing on customer experience as the solution for what ails CRM, we still have no definite proof that it works. Is it because we cannot figure it out? What is the value of cus- tomer experience? Can customer experience be managed effectively? This panel is a great place to hear from those who lived through it.

Less Big Data - More Focus on Your Customer
9:00 a.m. - 9:45 a.m.
Krissy Espindola, Digital Services Lead, Emerging & Cloud Applications Practice, Ernst & Young
In today's rapidly changing digital landscape, it's important not to get caught up in the buzzwords. Customer experience is still king. Is big data important? Absolutely. It's an enabler to be able to design the right programs and experiences that will attract and retain customers. This session will cover practical tips to ensure your focus is less about "data" for the sake of saying big data and more about creating a consistent experience across all digital channels while driving efficiencies in your operation.

PANEL: Getting Proactive to Reduce Customer Effort
10:00 a.m. - 10:45 a.m.
Moderator: Esteban Kolsky, Founder and President, ThinkJar
Ian Jacobs, Globally, Forrester Research
Daniel Hong, Research Director & VP, Forrester Research
Keith Dawson, Practice Leader, Customer Engagement, Ovum
In today’s mobile and digital world, companies need to make it easy for customers to do business with them. To do that, companies have long strived to improve first contact resolution rates, having issues resolved on the first call by the first person the customer speaks to. But what could be easier than making it so customers never need to reach out for support in the first place? What if companies could solve customers’ issues before they call? Using a combination of customer journey maps, Big Data, and proactive communication tools, smart companies are attempting to just that. This session explores the best practices around proactive service designed to lower customer effort.

CLOSING KEYNOTE PANEL: The Future of Customer Service
11:45 a.m. - 12:30 p.m.
Moderator: Esteban Kolsky, Founder and President, ThinkJar
R "Ray" Wang, Founder and Principal Analyst, Constellation Research, Inc.
Natalie Petouhoff, Vice President and Principal Analyst, Constellation Research, Inc.
Kate Leggett, VP and Prinicpal Analyst, Forrester Research
Martha Brooke, Chief Customer Experience Analyst & Founder, Interaction Metrics
We have seen many changes in the past few years, from social to collaborative customer service, and the digital transformation underway is bringing many more changes. The early indications are there: communities, analytics, personalization of interactions, process optimization, automation across the entire organization. How can an organization understand, plan, and embrace these changes? What does it need to do? Which technologies matter (and which ones are merely hype)? How can progress and success be measured? And how can companies ensure sustainability over the long run for their solutions? All of these questions and more are answered in this session.