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Helping You Deliver Tomorrow’s CX, Today

Join Service for the Next Generation Webcast

Sarah Sheehan
Senior Content Writer, Global Go to Market

By Stephen Fioretti, Vice President, Product Management, Oracle Service Cloud @sfioretti

Is your ability to become a leader in delivering customer service excellence keeping you up at night, especially as customers' expectations grow and their channel preferences dynamically change? Are you able to ensure you are delivering accurate answers through the web, mobile and contact center?

You are not alone. Digital channels are exploding and web self-service is about to become the single biggest channel for customer service. Not surprisingly, the number of customers engaging with their brand for customer support via their mobile devices is growing exponentially, with some organizations experiencing up to 50-70% of their interactions via mobile devices (Source: Oracle's Oracle Service Cloud customer base). Add digital channels like chat and social, and the task of delivering a consistent, unified experience can seem daunting. As a leader who aspires to deliver world-class customer care, how should you respond?

We asked Gartner, the leading information technology research and advisory firm, and Gogo, the leading provider of inflight internet and entertainment, to join us and discuss trends, insights, and the latest innovations with web and mobile self-service, digital channels like social and chat, and knowledge management. We can help provide the information you need to address this next evolution of customer service.

Tune in to the upcoming webinar on Wednesday, May 4 and get answers. You will learn about:

  • Market trends, pain points and imperatives in the world of customer service
  • How the growth of digital channels and mobile web customer service are crucial for delivering great service experiences
  • What organizations are doing to address the digital channel revolution in their overall customer service strategy
  • How easy-to-find and accurate knowledge management is a critical foundation for delivering customer service
  • How service needs to be consistent, simple, convenient and immediate
  • The impact that IoT (Internet of Things) will have on customer service 

 Jerry Oversen, VP, Global Customer Services at Gogo  Michael Maoz, VP, Distinguished Analyst at Gartner   Stephen Fioretti, VP Product Management at Oracle


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