Supporting the Mobile Consumer: Cloud, On Premises, or Hybrid?
Thursday, March 31, 2016
2:00pm ET/ 11:00am PT
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The dynamics of customer experience have evolved, and the traditional strategy of relying solely on a toll-free number connecting customers to your call center is no longer going to cut it. Today’s consumer is increasingly mobile and convenience-driven, demanding to interact with businesses through channels such as SMS, web chat, email and social media.
This new mobile consumer raises a variety of challenges. Do you have the right people and technology in place to serve your customers through these channels? What impact does the status quo have on your customer loyalty and, ultimately, your bottom line?
Your supporting technology can make or break your customer experience strategy. There are pros and cons to both building out a premises-based infrastructure and taking your implementation to the Cloud. Join us on this webinar to explore the benefits and risks of each option as you evaluate which model best supports your business goals.
What Attendees will learn:
- What’s shaping today’s customer experience and what challenges does this pose to your business
- The benefits and risks of a cloud- or premises-based solution for overcoming these challenges
- The top business drivers for migrating your customer engagement model to the Cloud or investing in a premises-based implementation
- The foundational requirements for a cloud-based customer engagement platform
- How to measure the ROI of a cloud-based solution
Who should attend:
- C-Level executives and department heads (President, CEO, CXO, CFO, CSO, VP, Director) in marketing, sales, etc.
- Contact center management (Director/Manager of Contact Center, Operations, Customer Experience, Communications Customer Service, or Client Services)
- Anyone with an influence on customer experience strategy
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Sponsors:
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Presenters:
Rebecca Wormleighton
Director of Product Marketing, Mitel
A seasoned marketing professional with over 20 years' experience in high-tech enterprise product marketing and product management, Rebecca is currently responsible for leading Mitel's product marketing team for its Contact Center portfolio. With previous experience at IBM and Quest Software, Rebecca excels in identifying and championing new market and product opportunities, developing positioning and messaging, and executing on business strategy.
Brian Spencer
General Manager, Contact Center, Mitel
Bringing nearly twenty years of sales and executive leadership experience in the contact center industry, Brian Spencer joined Mitel in March 2014 and currently serves as General Manager for Contact Centers. He comes to Mitel as part of the acquisition of OAISYS, of which he was president and a board member for six years. Brian held prior posts in and leading sales, marketing and customer service at OAISYS and Inter-Tel during periods of rapid growth and transformation.
Moderator:
Erik K Linask
Group Editorial Director
TMCnet
Erik oversees the daily operation of TMCnet, which delivers news, information, videos, white papers, podcasts, and more to three million visitors each month. He is also a contributor to TMCnet as well as TMC's IP Communications publications. Prior to joining the TMC team, several years ago, he was Managing Editor at Global Custodian, a global securities services publication, where he also managed the magazine's survey research. Erik began his professional career at management consulting firm Leadership Research Institute.
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