Enabling Customers to Talk, Type and Tap to get Personalized Answers in any Channel with Johan Jacobs, Former Gartner Research Director

Wednesday, February 12, 2014
TIME: 11:00 AM EST/ 8:00 AM PST

  
 

Is your company ready? Customers are demanding self-service that is easy to use in all channels. Join Johan Jacobs, Former Gartner Research Director for a webinar and roundtable on the unfolding omnichannel self-service experience.


Hear unique insights from Johan from over ten years’ experience working with top companies and within Gartner.


Register now for the unique opportunity to ask presenters to address specific issues in the round table discussion


The speakers will discuss new and growing trends in mobile usage and will give their opinions on what they see as the future for customer experience solutions.


Register now to reserve your spot.


Agenda:

  • Johan Jacobs, Executive Consultant and Former Garnet Research Director: The latest perspective on web self service
  • Richard Simons, Creative Virtual USA, CEO: Enabling Customers to Talk, Type and Tap to get Personalized Answers in any Channel
  • Panel discussion based on registrants’ questions
  • Open Q&A

What Attendees will learn:

  • The difference between a multichannel and an omnichannel strategy
  • Key strategies for reducing customer effort
  • What new tools are available to provide “smart help” to the savvy consumer
  • Omnichannel and the rise of mobile usage

Who should attend:

  • Executives interested in omnichannel strategy
  • Customer experience industry experts
  • Anyone interested in the future of mobile customer engagements

Register now and propose your roundtable question for the panel to discuss.
 

 
 
Presenters:

Johan Jacobs
Executive Consultant & Former Gartner Research Director

Melanie Neumann

Mr. Jacobs’s more than 28 years of experience in the global IT industry spans business development, enterprise programme management, enterprise applications, business intelligence and strategic planning. He is a world leading authority on Customer Relationship Management (CRM) and has extensive experience in the Call Center and Help Desk industry.


As a former lead analyst and Research Director at Gartner for Web Customer Services, Mr. Jacobs developed best practices and research in Email Response Management (ERMS), Self Service, Virtual Assistants, Knowledge Management, Mobile, Web Chat and Video Chat. As an independent consultant, Mr. Jacobs delivers practical actionable advice that will assist organizations in overcoming CRM challenges in web based Sales, Marketing and Service activities.


In addition to being an experienced Facilitator, Mr. Jacobs holds multiple graduate and post graduate qualifications and is also a qualified Professional Hunter (PH) in Africa.

Richard Simons

CEO, Creative Virtual USA  

Melanie Neumann

Originally from the UK, Richard Simons established the business for Creative Virtual in the United States of America, signing clients such as Verizon, Intuit and CA Technologies. Richard has been in the information technology and computer software industry for over 20 years. Prior to his six years currently at Creative Virtual, he spent six years as Chief of Operations for MBG Expense Management, which provides leading outsourced and on-demand telecom and IT expense management solutions. Prior to that, he was VP Sales at Systems Union, now part of Infor, for 10 years. He studied Chemistry and Management at Queen Elizabeth College in London and exited early to start his entrepreneurial career. Richard is married with two children and currently resides in Old Greenwich, Connecticut. He is a skilled sailor, and enjoys being out on the water in his free time.

Moderator

Stefania Viscusi
Editor TMCnet

Rhett Parsons

Stefania Viscusi is an established writer and avid reader. She is a 2005 graduate of Albertus Magnus College, Magna Cum Laude. She currently holds a Bachelor’s degree in English and a Bachelor's degree in Communications. Stefania has had four of her poems published by “Breakwater” (an Albertus-run literary magazine) and completed a successful internship with the Connecticut Trust for Historic Preservation as a Public Relations Specialist.
 
   
     
  Sponsors: