Why Businesses Need a Unified Employee and Customer Engagement Strategy



Friday, March 8, 2019
2:00 PM ET/ 11:00 AM PT


While technology has empowered us to better communicate, both inside our organizations and out, the growing number of tools has created several challenges. Consider the following:

Customers today expect to interact with businesses through whatever channel and device they find most convenient at a given moment in time. That spans everything from social media and in-app messaging to “traditional” channels like phone, email, text, and online chat. More importantly, customers also expect consistency in those communications across channels and interactions. And that consistency across channels should spare them from having to repeat account and other information on each new channel.

At the same time, employees are already navigating a labyrinth of tools and systems. The challenge is particularly overwhelming for customer-facing employees, where providing a timely response can be critical. Customer service and contact center employees feel this pain acutely, with many using anything from two to 12 apps on a daily basis to do their jobs.

Why do many companies treat these groups so differently? Why are the tools organizations use for each category disconnected from one another? Why are different executives responsible for the engagement of these different groups?

In this webinar, Constellation Research analyst, Nicole France, will share how a seamless, unified customer and employee engagement strategy is the key to turning the the challenge of choice into a win for both parties. Nicole will also share best practices for identifying and operationalizing a seamless experiences across the three critical employee and customer experience stages in a way that bridges internal silos, improves the work environment, and facilitates customer interactions.

Nicole will be joined by Brightway Insurance Enterprise Architect, Michael Baker. Michael will share his experiences with implementing a single solution to unify both employees and customers across channels and locations.


PresenterS:

Nicole France
Vice President and Principal Analyst Constellation Research
BIO

 

Michael Alan Baker
Enterprise Architect Brightway Insurance
BIO

 

MODERATOR:

Maurice Nagle
Web Editor, TMC
BIO

 

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