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The New Mobile Consumer Is Here - Are You Prepared?
Tuesday
November 17, 2015
TIME: 2:00pm ET/ 11:00am PT
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Today's customer is vastly different than the customer of the '70s, '80s, '90s or even 2000s. Your average customer today is:
- Informed - 90% of consumers will always check a website before emailing or calling a company.
- Connected - Close to 1.7 billion people have active social media accounts.
- Mobile - 3.65 billion mobile users have access to the internet via smartphones and tablets.
This new mobile consumer presents both positive opportunities and seemingly daunting challenges for your business. Satisfying customer experiences can build loyalty and turn your customers into word-of-mouth marketers. On the flip side, it takes seconds for a negative interaction to go viral in the digital world. When customer engagement can make or break you, it’s more important than ever to adapt quickly and foster intimate customer relationships.
These truly engaged customers can be expected to
- buy 90% more frequently,
- spend 60% more per transaction,
- and deliver three times the value to your brand over the course of a year (Rosetta)
What attendees will learn:
- The impact of the mobile consumer on our customer engagement strategies
- Market trends and best practices for capitalizing on this shift to differentiate from your competition
- How contact center management company Centrinex responded to changing customer demands and, as a result, grew its business
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.
Bart Miller
CEO and Founder, Centrinex
A strong believer in preserving the best of past call center practices and combining them with new technologies, Bart Miller founded Centrinex in 2005 and has since propelled the company to the cutting edge of the call center industry - not just in technology, but also in data capture, analysis, conversion improvement, processes and people management. An east coast transplant, Bart was a finalist for the Ernst & Young Entrepreneur of the Year award in 2009 and serves on the Board of numerous not for profit organizations.
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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