Reinvent Customer Experience with Technology Services
Thursday, May 23, 2013
Time: 2:00PM EDT/ 11:00AM PDT
Customer experience has become paramount to every business' success. According to The Temkin Group, “Research shows that customer experience is highly correlated with loyalty.” Technology has become a fundamental and permanent fixture of the modern home and office, and consumers and small businesses now depend on such technology for “must-have” information, communication and entertainment; many consumers and small businesses, however, lack the technical skill or time to successfully set up new devices or overcome technology challenges. When customers reach out for technology support it is a moment of truth and an opportunity for companies to take customer experience to the next level.
In this free webinar Support.com will show, using case studies and best practices, how companies are reinventing customer experience with technology services.
What Attendees Will Learn:
Who Should Attend:
- The impact of wireless networks, mobile devices, cloud services and BYOD on customer experience.
- Why technology support is a moment of truth when building customer loyalty.
- Key challenges and opportunities with traditional technology support.
- How next generation technology services drive customer experience.
- Best practices from industry-leading technology service deployments for communication providers, retailers, technology companies and others.
- New business and product development executives.
- Customer experience executives.
- Contact center management executives.
Vice President of Product Management and Corporate Marketing,
James Morehead, Vice President of Product Management and Corporate Marketing joined Support.com (NASDAQ: SPRT) in October 2003. Support.com enables leading communication providers, retailers, technology companies and others to create new revenue streams and deepen customer relationships by offering comprehensive technology service programs for consumers and small businesses. James leads the global product management, corporate marketing and user experience team responsible for Support.com’s global marketing strategy, product roadmap and SaaS Service Delivery Platform. James earned a B.A.Sc in Computer Engineering from the University of Waterloo and an M.B.A. from the University of Toronto.
James has presented at a host of key industry events and panels in North America and internationally, and he has been interviewed for and/or placed articles in numerous publications as well as prestigious industry journals including ECTA Review and IEC’s “Delivering the Promise of IPTV”. James is also a contributing author to “42 Rules of Product Management” edited by Brian Lawley and Greg Cohen.
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.
Bernstein has authored or co-authored market research studies, CEO speeches, white papers, articles, and other content for major companies in the technology markets. His experience includes work with Alcatel-Lucent, Avaya, Equant, France Telecom, HP, Siemens, Verizon, Nortel, Wave Systems, and many more. He held the position of director of global marketing and communications at Telcordia.