CustomerThink Webcast Series: 3 Stages of Evolution to Becoming a Modern Customer Service Organization
By Tuula Fai on Sep 21, 2015
Many businesses today are at some stage of their journey to delivering an optimal, differentiated Customer Experience (CX), with the vision of building sustainable growth and profits through stronger customer relationships and reliable business data. Getting a vision around the “what” you want to deliver is not easy. The next question is even harder: “How” to build, deliver and grow to reach your visionary state?
In this 3-part CustomerThink webcast series, CX thought leaders Kate Leggett (Forrester), Ray Wang (Constellation Research) and Bruce Temkin (Temkin Group) will guide you through the Roadmap to Modern Customer Service. They will help you:
- Benchmark where you are in your industry
- Identify the issues you need to solve and in what order
- Invest in technologies that best meet your goals
- Incrementally measure your success along the way
First Webcast: Get Going with Modern Customer Service
Thursday, Oct. 15, 10-11 am PT / 1-2 pm ET
Join Kate Leggett and JP Saunders as they discuss the first stage of the Roadmap to Modern Customer Service: Get Going. At this initial stage, organizations focus on moving from limited silo channels, to multiple channels of choice, so customers can engage on any device. They invest in channels and knowledge to improve interaction capabilities and reduce service volume and cost through greater operational efficiency.
Second Webcast: Get Better with Modern Customer Service
Thursday, Nov. 12, 10-11 am PT / 1-2 pm ET
Join Ray Wang and JP Saunders as they discuss the second stage of the Roadmap to Modern Customer Service: Get Better. At this next stage, organizations focus on transitioning from silo systems, to a unified platform that enables agents to deliver consistent, relevant, cross-channel service. Here they invest in contact center staff and processes to improve service quality, customer satisfaction and customer retention—leveraging the savings they’ve gained from the first stage.
Third Webcast: Get Ahead with Modern Customer Service
Thursday, Dec. 10, 10-11 am PT / 1-2 pm ET
Join Bruce Temkin and JP Saunders as they discuss the third stage of the Roadmap to Modern Customer Service: Get Ahead. At this advanced stage, organizations focus on evolving from anonymous service experiences to personalized, segmented engagements in every channel. They invest in data and analytics to create more opportunities for acquiring new customers at lower cost, and for expanding their relationships with brand advocates. This ability to monetize engagements enables companies to achieve sustainable growth and profits.
At the end of this series, you will come away knowing what to focus on, and how to measure your success—so you can start modernizing your customer service capabilities with a self-funding model right away!
Kate Leggett, Principal Analyst, Forrester Research
Kate serves Application Development & Delivery Professionals. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. Kate has extensive industry experience, with more than 10 years of leadership at CRM and customer service software companies, where she held senior product marketing and product management roles.
R “Ray” Wang, Principal Analyst and Founder, Constellation Research
R "Ray" Wang is the author of the popular business strategy and technology blog "A Software Insider’s Point of View". With viewership in the 10's of millions of page views a year, his blog provides insight into how disruptive technologies and new business models such as digital transformation impact brands, enterprises, and organizations.
Bruce Temkin, CCXP, Managing Partner & Customer Experience Transformist, Temkin Group
Bruce Temkin is widely viewed as a customer experience visionary. He has worked with hundreds of large organizations on defining and accelerating their customer experience journeys. His company, Temkin Group, is a leading research and consultancy focused on enterprise-wide customer experience transformation. It helps many of the world’s largest brands lead their transformational journeys towards customer-centricity and build loyalty by engaging the hearts and minds of their customers, employees, and partners.
JP Saunders, Senior Director, CX Strategists, Oracle (Host)
In his current capacity, JP leads the go-to-market initiatives for the Oracle CX Cloud Service offering. A recognized thought leader, innovator and strategist, JP has over 16 years experience in SaaS, Customer Service, Customer Experience and CRM application development. JP joined Oracle through the RightNow acquisition where he led the Global Product Marketing team. Prior to that, JP lead Product Management for a Social CRM startup that was part of the Oracle Inner Circle partner.