Presented By: Dr. Nat Petouhoff, Senior Analyst, Customer Experience and Customer Service, Forrester Research and Aviad Abiri, VP, Global Solutions Design & Delivery, NICE Systems
On Demand - Live Date: October 2008
Are you one of those contact center professionals that is bogged down daily fighting fires just to keep operations running? Did you know that 91% of executives say that customer experience is critical to success, but most don’t know how it affects customer loyalty, the bottomline or how to measure or improve it. You can provide them not only with those answers, but the key to excelling in these economic uncertain times.
Instead of your day being driven by tactical, fire fighting challenges, what if you could:
• Recognize early warning signs in real time
• Forecast and plan for challenging times
• Take proactive steps before challenges become a firefighting situation
• Dial-in and stay tuned into want customers want
• Deliver customer interactions in an intuitive and meaningful way
• Be able to take immediate action to address: -- Call spikes -- Urgent customer feedback -- Competitor initiatives…
You and your executives could be empowered to make accurate, spot-on business decisions to drive exceptional customer experiences, loyalty and revenues.
During this information packed session you will:
• Understand how exceptional customer experiences increase the bottomline 10-100X
• See the value of measuring customer experience interactions and analytics
• Learn how combining interaction and transaction analytics drive exceptional customer experiences
• Learn from the experience of others via case studies how they achieved quick, accelerated results
• Discover best-practices to gain the edge you need need
Speaker Bio:
 | Dr. Natalie Petouhoff, Senior Analyst, Forrester Research
Dr. Nat is a leading expert serving chief customer experience and customer service and contact center professionals with extensive knowledge in helping organizations understand their customers' changing needs and the bottom-line value of acquiring and retaining loyal customers in a very competitive marketplace. Dr. Nat guides companies to create the foundation for customer experiences that lead to higher revenue and profits. That includes defining the exceptional customer experiences and then making the best decision about people, process and technology that delivers on the promise of exceptional customer experiences. |
 | Aviad Abiri, VP Global Solution Design & Delivery
Aviad has been involved with the enterprise contact center industry for over 10 years in both sales engineering and consulting services roles. Today, he leads the NICE Interaction Analytics global solution design & delivery team, which is responsible for defining and implementing business solutions around NICE's Interaction Analytics offerings. The team includes analytics and business specialists, who use domain expertise and best practices to help customers translate their business objectives into effective Interaction Analytics strategies and successfully embed these capabilities within their daily business processes. |
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