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, an...
Meet the Speakers

Brian Vellmure
Customer Experience Thought Leader

Anna Convery
EVP, Strategy
OpenSpan
Emerging Strategies for
Driving More Profitable
Customer Relationships
Brian Vellmure
innovantage

@BrianVellmure

http://...
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 comp...
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://ww...
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.bri...
© 2006-2013 by OpenSpan, Inc. All rights reserved.
Key to a profitable customer
relationship …

Your Customer Service
Representatives

© 2006-2013 by OpenSpan, Inc. All righ...
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 4030...
Emerging Strategies for Driving More Profitable Customers
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Emerging Strategies for Driving More Profitable Customers

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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

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Emerging Strategies for Driving More Profitable Customers

  1. 1. Emerging Strategies for Driving More Profitable Customer Relationships 2013 Webinar Series – Time with the Experts
  2. 2. 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
  3. 3. Meet the Speakers Brian Vellmure Customer Experience Thought Leader Anna Convery EVP, Strategy OpenSpan
  4. 4. Emerging Strategies for Driving More Profitable Customer Relationships Brian Vellmure innovantage @BrianVellmure http://www.brianvellmure.com
  5. 5. Increased Digital Connectedness @BrianVellmure http://www.brianvellmure.com
  6. 6. Merging of Physical and Digital Worlds @BrianVellmure http://www.brianvellmure.com
  7. 7. Access @BrianVellmure http://www.brianvellmure.com
  8. 8. Speed @BrianVellmure http://www.brianvellmure.com
  9. 9. @BrianVellmure http://www.brianvellmure.com
  10. 10. Fragmented Attention @BrianVellmure http://www.brianvellmure.com
  11. 11. 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
  12. 12. Customer Experience: The last bastion of competitive advantage? @BrianVellmure http://www.brianvellmure.com
  13. 13. Customer journeys are not linear but dynamic. Distributed across channels in different patterns @BrianVellmure http://www.brianvellmure.com
  14. 14. Customers increasingly prefer self-service @BrianVellmure http://www.brianvellmure.com
  15. 15. Source: IBM 2013 Global C-Suite Study @BrianVellmure http://www.brianvellmure.com
  16. 16. Moving from Reactive > Proactive > Predictive @BrianVellmure http://www.brianvellmure.com
  17. 17. Evolving Role of Humans in the Contact Center @BrianVellmure http://www.brianvellmure.com
  18. 18. A new canvas for Value Creation @BrianVellmure http://www.brianvellmure.com
  19. 19. Capture, Merge, Analyze broader, more unstructured data sets. @BrianVellmure http://www.brianvellmure.com
  20. 20. Translate data into insights
  21. 21. Leverage insights for automated recommendations for customers and employees Brian Vellmure @BrianVellmure http://www.brianvellmure.com
  22. 22. © 2006-2013 by OpenSpan, Inc. All rights reserved.
  23. 23. Key to a profitable customer relationship … Your Customer Service Representatives © 2006-2013 by OpenSpan, Inc. All rights reserved.
  24. 24. Key to a profitable customer relationship … Intelligence © 2006-2013 by OpenSpan, Inc. All rights reserved.
  25. 25. 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

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