From Reactive to Proactive: The ABC’s to Delivering A Modern Customer Journey

Thursday October 9, 2014
TIME: 2:00pm ET/ 11:00am PT

You've no doubt heard the old saying that "no two snowflakes are alike." And that couldn’t be more true with your customers. Each has different expectations and behaviors that change over time. But what if you could detect those changes, pinpoint signs of a positive or negative customer experience, and act on them immediately?


Join LiveOps and guest Forrester Research Inc. on Thursday, October 9th from 2:00PM – 3:00PM (EST) to learn how context-driven engagement monitors the customer journey in real-time, allowing you to engage with customers at the right moment, with the right response tailored to the opportunity.


What Attendees will Learn:

  • The 4 P’s to effortless customer service
  • How to detect patterns that are indicators of purchase intent or customer dissatisfaction
  • How to use real-time insights to engage customers with personalized, tailored responses
  • Best practices and real-world successes to guard against customer frustration as they navigate your multi-channel environment

Who Should Attend:

  • Customer Experience Executives
  • Customer Success Managers
  • Contact Center Managers
  • Online Sales Leads

 
 

Presenters:


Jeff Thompson
LiveOps Inc.

Mr. Thompson brings over 20 years of expertise in developing innovative solutions designed to improve customer service delivery. With the 2014 acquisition of UserEvents by LiveOps, the global leader in cloud contact center and customer service solutions, Mr. Thompson is responsible for CxEngage product strategy and business development. Prior to the acquisition, Mr. Thompson was the founder and CEO of UserEvents, the company that designed and developed the CxEngage product line.


Kate Leggett
VP, PRINCIPAL ANALYST SERVING APPLICATION DEVELOPMENT & DELIVERY PROFESSIONALS, Forrester Research Inc.

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. She is an accomplished public speaker and frequently presents at industry events such as CRM Evolution. She has been published in The Wall Street Journal, Forbes magazine, and industry publications such as CRM Magazine, KM World, and Destination CRM.

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. She is also a published author on customer service trends and best practices.

Kate earned a Bachelor of Science from the University of Toronto and a Master of Science from the University of Pennsylvania.



Moderator:

Peter Bernstein
Senior Editor, TMCnet

Peter Bernstein is a seasoned writer and professional with deep experience in the communications and IT industries. As a top-level industry analyst, Peter has keynoted major technology events and has been cited numerous times by The New York Times, The Wall Street Journal, The Los Angeles Times, USA Today, The Washington Post, Business Week, Fortune Magazine, ComputerWorld, NetworkWorld, Communications Week, among other publications.