Deliver Exceptional Customer Care Across All Channels

Wednesday, August 19, 2015

SUNRISE DISCUSSION: Organizationally Integrating Customer Feedback to Reduce Customer Effort
8:00 a.m. - 8:45 a.m.
Burg Hughes, Vice-President of Operations, BuySeasons Inc.
Service is the end-to-end experience beginning with contact from the marketing team and ending when the customer is satisfied. Learn how BuySeasons has integrated customer feedback as part of its DNA, earning BizRate’s Circle of Excellence Award for each of the past 3 years, placing our service in the top 3% of online retailers. Explore valuable concepts to apply to your business, no matter how large or small. BuySeasons operates in a seasonal cost-conscious environment, with in-house and offshore customer service staff. This focus on customer experience will have a positive impact on any organization.

From Multichannel to Omnichannel: A Strategic Overview to Transform Your Customer Service
9:00 a.m. - 9:45 a.m.
Omer Minkara, Research Director, Contact Center & Cust Exp Man, Aberdeen Group
Esteban Kolsky, Founder and President, ThinkJar
Multichannel, cross-channel, and now omnichannel—what’s the right strategy for your business to excel in delighting customers? Learn research findings on the business impact of these different customer engagement strategies. Discuss the steps to establish and maintain the building blocks to successfully deliver consistent and personalized messages across multiple channels. Walk away with a firm understanding of the top strategies deployed by the best-in-class peers who enjoy reduced operational costs, increased revenue, and, most importantly, satisfied customers.

PANEL: Strategies to Grow and Maintain a Successful Social Community
10:00 a.m. - 10:45 a.m.
Moderator: Esteban Kolsky, Founder and President, ThinkJar
Mark Browne, Principal Social Engagment Manager, Brand & Experience Marketing, EMC
Dave Roman, Group Manager, Social Customer Support and Services, HP
John Ragsdale, VP Technology Research, TSIA
Online communities are a cost-effective way to help customers get quick answers to their questions, providing an easy and effective mechanism to capture powerful word-of-mouth reviews and organically spread peer influence across the web. And most importantly, online communities offer companies exclusive insight into the inner-workings of their products—insight that could save hundreds of thousands of dollars in research and testing costs and drive hundreds of thousands of dollars in the form of repeat sales and increased loyalty. But building a successful community requires thoughtful planning, an understand- ing of social needs and motivation, and the business acumen to ensure cross-functional success. Join this session to learn the proven strategies and tactics for ensuring success with an online community in your organization.

BREAK IN THE CUSTOMER SOLUTIONS EXPO
10:45 a.m. - 11:30 a.m.
CLOSING KEYNOTE PANEL
11:45 a.m. - 12:30 p.m.
Moderator: Esteban Kolsky, Founder and President, ThinkJar
Jeff Toister, President, Toister Performance Solutions, Inc.
Randi Busse, President, Workforce Development Group, Inc.
Derrick Ricca, Senior Sales Manager, Greenleaf Hospitality
Sheri Green, Director of Professional Services, CBIZ Employee Services Organization, CBIZ, Inc.
After hearing a lot of useful strategies and tactics at the conference, you’ll want to apply what you’ve learned at your organization. However, you might find that many employees are resistant to change. A good change management strategy requires a positive organizational culture. Learn why it is important to maintain a strong and positive culture in your organization. Identify the direct impacts to your customers when employees are not engaged. Determine ways to con- firm whether your employees are happy. Learn the popular and the creative strategies that employers are using to improve employee engagement. Once you achieve greatness, learn tactics to use so that you are constantly improving morale even through significant change or growth.