Wednesday Nov 05, 2014

Join Forbes and Oracle for CX Service Journey Mapping Workshops this December in a City Near You

Are you passionate about customer service? Do you fall asleep at night brainstorming ways to better engage customers, empower agents, and adapt quickly to market changes? Then we have just the event series for you!

Avoid the holiday shopping crowds and participate with Forbes and Oracle in a free half-day learning session that includes both a CX Service Journey Mapping Workshop and an insider preview of Forbes Insights' Survey of 300+ Customer Service Executives.

You will:

  • Hear live from Forbes analysts as they reveal detailed results of the Customer Service Executive Survey 
  • Discover where your company sits on the Customer Service Maturity Curve and what you can do to stay ahead
  • Learn how to deliver experiences that create value for your customers and help transform your business

Participants will receive a free copy of Forbes' Executive Survey Report when it is published.

Register now at a location near you:

December 2, 2014
New York, NY
Register here

December 4, 2014
Atlanta, GA
Register here

December 9, 2014
Chicago, IL
Register here

December 11, 2014
Denver, CO
Register here

December 11, 2014
Santa Clara, CA
Register here

For more information, please visit our website.

Wednesday Oct 29, 2014

Video Webcast: Forbes Insights Executive Survey: What 300+ VPs Say about Modernizing Customer Service on Nov. 13 11 am PT / 2 pm ET

Want to be the first to know how you measure up against other customer service executives? Need to know the moves they are making so you can stay ahead?

Then join us for this video webcast on November 13 at 11:00 am PT / 2:00 pm ET in which Brenna Sniderman, Senior Director of Research, Forbes Insights, Jeff Lundal, GVP, Service Automation, Oracle, and Mark Marshall, Executive Director, Client Services at MetTel will give an insider preview of what 300+ service executives say about modernizing customer service.

You will learn how your executive peers:

  • Differentiate their brands within and across industries
  • Anticipate customer service needs on multiple channels
  • Leverage analytics to improve operations and service

Register now. After the webcast, you will receive a free report of the survey results when published.



Tuesday Oct 21, 2014

Webcast: Your Roadmap to Modern Customer Service this Thurs., 10/23 at 2 pm ET by Kelly Costlow

Want to become a Modern Customer Service organization but don't have a roadmap for getting there? Then join us for a live webcast this Thursday, October 23 at 11 am PT / 2 pm ET where Oracle customer service experts JP Saunders and Tom Cloos will help you develop your own blueprint for achieving modern customer service success. 

You will learn how to align your service initiatives with your overall customer experience strategy to achieve:
  • Better service at lower cost
  • Greater ease attracting and keeping customers
  • Larger profits in your contact center


About the speakers:

JP Saunders, Senior Director, Customer Experience (CX) Product Strategy at Oracle  

JP is responsible for evangelizing Oracle Customer Experience (CX) product strategyand leading its go-to-market programs. He has been helping organizations deliver better customer experiences for two decades.



                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                Tom Cloos, Senior Director, Client Success at Oracle 

Tom is responsible for the North American Client Success Group, ensuring Oracle Customer Experience (CX) clients achieve business success by realizing the full value of their SaaS investments. Tom has been helping companies drive more business value from their technology solutions for over 20 years.

Tuesday Sep 23, 2014

Disrupt or Be Disrupted—Digitally Speaking

Just when we thought we had a firm grasp on customer experience and were well on our way to getting it right, a new movement is grabbing our collective attention.[Read More]

Monday Sep 22, 2014

Do your customers know more than your agents? Shift the equation with this webcast Thurs., Sept. 25 at 2 pm ET featuring Amberleaf

Have you ever called a contact center and known more about the company’s products and services than the agent? Or been bounced around to several different agents before you got the right answer?

That’s a recipe for customer service disaster. Don’t let that happen to your organization.

Tune into this webcast on Thursday, September 25 at 11 am PT / 2 pm ET to become the Master Chef of modern customer service with best practices from Amberleaf President John Kariotis. 

Over the last 15 years, John has helped hundreds of companies transform their contact centers into modern customer service organizations.

He’ll share customer success stories – and pitfalls to watch out for – so you can accelerate your own success.

Register here

Tuesday Aug 26, 2014

Join Chuck LaDow, Kodak for Customer Service Best Practices Webcast Thursday, August 28 at 11 am PT / 2 pm ET

Want to exchange best practices with fellow customer service professionals but just don't have the time?

Take 30 minutes this Thursday, August 28th at 11 am PT / 2 pm ET to listen to Chuck LaDow, Director, Global Customer Support, Eastman Kodak, share lessons learned from his 35 years of experience leading customer service organizations at Kodak, as well as Apple, Dell, HP and D&M Holdings.

Chuck was one of the first contact center executives to implement 24/7/365 customer support.

Register for the webcast.

Tuesday Aug 19, 2014

CRM Evolution 2014: Mediocrity is the New Horrible in Customer Service

"Mediocrity is the new horrible in customer service." — Blair McHaney, President/CEO, Gold's Gym

Almost everyone knows that customers' expectations have risen. But, after listening to two days of presentations at CRM Evolution, I think it’s more accurate to say that customers' expectations have skyrocketed. Fortunately, most companies have gotten the message and are taking their customer service to a higher level. For those who've been hesitant to 'boldly go where their customer service organization has not gone before,' take heart. I’ve got some statistics that will encourage you to take those first few steps.

Why should I change?

  • By engaging customers online, ancestry.com achieved a 99.5% customer satisfaction score (CSAT) while improving retention and saving millions on greater efficiency, including a 38%-50% drop in inbound calls and emails.1
  • By empowering employees to delight customers, Gold’s Gym achieved a 77.5% Net Promoter Score (NPS) and 22% customer churn rate. No small feat when you consider the industry averages are 40% NPS and 45% churn.2
  • By adapting quickly to social media, brands like Verizon have benefited from social community members spending 2.5x-10x more than average customers.3

‘The fierce urgency of now’ is upon us in customer service. You can take your customer service to a higher level! To find out more, click here.

CRM Evolution Customer Service Experience Footnotes:

*Arvindh Balakrishnan, Vice President, CX and CRM Applications Business GroupIs Your Customer Service Modern?
*Blair McHaney, President/CEO, Gold's Gym, Wire Your Organization with Customer Feedback
*Becky Carroll, Associate Partner, Cloud Strategy and Solutions, IBM, The Power of Communities for Improving the Service Experience and Building Advocates

Friday Aug 08, 2014

Does Your Customer Engagement Create an Ah Feeling?

Companies that successfully engage customers all have one thing in common. They make it seem easy for the customer to get what they need. No one would argue that brands don’t want to leave customers with this “ah” feeling.

[Read More]

Friday Jul 11, 2014

CX Cloud Summer Soiree Friday, August 1 from 1-5 pm at the Columbia Yacht Club in Chicago by John Kariotis

Join AmberLeaf and Oracle for an afternoon of fun in the sun on Lake Michigan at the CX Summer Soiree

 

Many businesses are still organized and operate as they did before cloud, before social, before mobile, before big data and analytics arrived. Imagine for a moment what your business would be like if it these technologies were native to your business operations and not an afterthought.

  • How would you re-envision your business model?
  • How would you re-envision your infrastructure, processes, decisions and experiences?
  • How would you re-envision your products and services?

Join us at the AmberLeaf and Oracle CX Summer Soiree and explore new possibilities and opportunities for your business. Gain insight from a number of current clients and thought leaders in keynotes offering unique perspectives in a unique environment.

  • Oracle’s vision for Customer Experience in the Cloud
  • Improving service solutions through cross-channel interactions
  • Take a knowledge-driven approach to serving customer needs
  • How the integrated Customer Experience Cloud service solutions complement back-office ERP operations
  • Convergence of the Marketing and Service Clouds by automating how to maximize service interactions and marketing effectiveness
  • How to take control of your Social Cloud to transform your service operations
  • How to gain efficiency and improved returns on your CX investments

On the shores of Lake Michigan you will experience several educational and interactive discussions on the bow, on the aft deck, and on the forward deck of Columbia Yacht Club. Each session will be followed by Columbia’s Sommelier hosting a wine tasting set to the theme of ‘America Cup II’ between California and New Zealand.

We will clear the clouds by sampling different wines of each region while learning about Oracle CX solutions. Each tasting will be voted on which country had the best wine so you can determine who wins the next America’s Cup!

The Oracle CX Summer Soiree will allow you to collaborate with peers, industry leaders, Oracle experts and AmberLeaf to share ideas and stories.

Register for the AmberLeaf and Oracle CX Summer Soiree on August 1 from 1:00 – 5:00 PM CDT

Thursday Jul 10, 2014

What is Modern Customer Service?

We've recently had the opportunity to sit down with some Customer Experience (CX) leaders to ask, "What is modern customer service?" The leaders also shared important criteria for delivering modern customer service to their customers. I hope you enjoy the insight from these interviews and feel free to share your thoughts.

Make it easy for customers to engage
Barry Lieberman is Chief Customer Care Officer at Q-See, a global leader in providing advanced surveillance solutions for homes and small businesses. In response to our topic question, Barry shared: "Modern customer service to me is offering service to the customer where they want to be serviced". Barry suggests being proactive and deliver consistent, outstanding service on every channel.
[Read More]
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