Emerging Strategies for Driving More Profitable Customers
Upcoming SlideShare
Loading in...5
×
 

Emerging Strategies for Driving More Profitable Customers

on

  • 252 views

Over the past decade, the contact center has evolved from a traditional customer service environment, to a more strategic revenue source. Enterprise executives increasingly recognize the potential for ...

Over the past decade, the contact center has evolved from a traditional customer service environment, to a more strategic revenue source. Enterprise executives increasingly recognize the potential for leveraging contact center interactions to build more profitable customer relationships. This "Time with the Experts" episode features customer experience expert, Brian Vellmure, and OpenSpan EVP Anna Convery who will both share emerging strategies for acquiring and retaining customers, and cultivating more profitable, sustaining customer relationships

Statistics

Views

Total Views
252
Views on SlideShare
252
Embed Views
0

Actions

Likes
0
Downloads
9
Comments
0

0 Embeds 0

No embeds

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

Emerging Strategies for Driving More Profitable Customers Emerging Strategies for Driving More Profitable Customers Presentation Transcript

  • Emerging Strategies for Driving More Profitable Customer Relationships 2013 Webinar Series – Time with the Experts
  • Emerging Strategies for Driving More Profitable Relationships What to Expect Today Introduction How to acquire, retain, and cultivate more profitable, sustaining customer relationships Q&A
  • Meet the Speakers Brian Vellmure Customer Experience Thought Leader Anna Convery EVP, Strategy OpenSpan View slide
  • Emerging Strategies for Driving More Profitable Customer Relationships Brian Vellmure innovantage @BrianVellmure http://www.brianvellmure.com View slide
  • Increased Digital Connectedness @BrianVellmure http://www.brianvellmure.com
  • Merging of Physical and Digital Worlds @BrianVellmure http://www.brianvellmure.com
  • Access @BrianVellmure http://www.brianvellmure.com
  • Speed @BrianVellmure http://www.brianvellmure.com
  • @BrianVellmure http://www.brianvellmure.com
  • Fragmented Attention @BrianVellmure http://www.brianvellmure.com
  • Customers want the same things they always have There is a narrowing window of time to capture attention and offer a compelling value proposition @BrianVellmure http://www.brianvellmure.com
  • Customer Experience: The last bastion of competitive advantage? @BrianVellmure http://www.brianvellmure.com
  • Customer journeys are not linear but dynamic. Distributed across channels in different patterns @BrianVellmure http://www.brianvellmure.com
  • Customers increasingly prefer self-service @BrianVellmure http://www.brianvellmure.com
  • Source: IBM 2013 Global C-Suite Study @BrianVellmure http://www.brianvellmure.com
  • Moving from Reactive > Proactive > Predictive @BrianVellmure http://www.brianvellmure.com
  • Evolving Role of Humans in the Contact Center @BrianVellmure http://www.brianvellmure.com
  • A new canvas for Value Creation @BrianVellmure http://www.brianvellmure.com
  • Capture, Merge, Analyze broader, more unstructured data sets. @BrianVellmure http://www.brianvellmure.com
  • Translate data into insights
  • Leverage insights for automated recommendations for customers and employees Brian Vellmure @BrianVellmure http://www.brianvellmure.com
  • © 2006-2013 by OpenSpan, Inc. All rights reserved.
  • Key to a profitable customer relationship … Your Customer Service Representatives © 2006-2013 by OpenSpan, Inc. All rights reserved.
  • Key to a profitable customer relationship … Intelligence © 2006-2013 by OpenSpan, Inc. All rights reserved.
  • Q&A Contact Us! info@openspan.com US/Canada: +1 (678) 527-5400, (877) 733-1136 UK: +44 (0) 207 043 3573 India: +91 80 40300 780 Join the OpenSpan conversation! www.openspan.com