Disruptive Technologies vs. Customer Experience: A Thought Leadership Webinar from CustomerThink and MCorp Consulting

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Driven by technological innovation, these emerging forces will increasingly impact customer experience and the touchpoints that drive it.

These disruptive innovations are changing the ways customers interact with companies forever.

When it comes to customer experience, change is accelerating. Seven years ago, there was no Facebook to link friends and spread word-of-mouth like wildfire. Just over two years ago iPhones didn't exist, and neither did the 300,000 Apps they have already spawned.

Customers are eager to embrace the innovations that “disruptive technologies” like these create, and successful customer experience strategies will take this into account.

Michael Hinshaw, Managing Director of customer experience consultancy MCorp Consulting, joins Bruce Kasanoff, Managing Director of personalization think-tank NowPossible and Bob Thompson, CEO of CustomerThink this Thursday December 9th, 2010 (10am PST), for a live webinar: Disruptive Technologies vs. Customer Experience: What You Must Do NOW to Prepare.

“In both good and bad economies, the customer’s experience is a key driver of loyalty,” says Mr. Thompson. “This webinar shares timely and thought-provoking perspectives on developing winning customer experience strategies, in light of how these innovations affect how companies interact with their customers.”

Topics of this CustomerThink Viewpoint Webinar include:

  •     The six most disruptive forces at work, and how they create enormous opportunities – or dramatic threats – depending on whether or not companies are prepared;
  •     How these technologies allow companies – and their competitors – to provide experiences that have never before been possible;
  •     How executives can construct a business case for empowering customers to get what they want, when they want it;
  •     Why understanding social influence is more relevant (and more important) than social media;
  •     How executives can use this knowledge to adjust strategy appropriately, preparing for, and harnessing, disruptive technologies.

According to Mr. Hinshaw, “It’s no secret that the ways customers interact with and gather information about companies is changing. Even so, many companies don’t have a clear picture of all the ways they touch their customers now – much less the ways they could do so more effectively.” “Our world is at the early stages of yet another shift in technology,” he continued. “These innovations and the disruptive forces they unleash are profoundly affecting customer relationships, changing the ways customers interact with companies forever.”

This webinar offers a perspective grounded in reality, that’s brutally honest about the competitive forces that have the potential to threaten any company’s growth. Register here to view the webinar live.

About CustomerThink
CustomerThink is a global online community of business leaders striving to create profitable customer-centric enterprises. Each month, the site reaches over 200,000 subscribers and visitors from 200 countries via email, RSS, LinkedIn and Twitter. Main areas of coverage are Customer Relationship Management, Customer Experience Management and Social Business. http://www.customerthink.com

About MCorp Consulting
MCorp Consulting grows value by improving customer experience. With a straightforward approach to mapping, measuring and improving the touchpoints between organizations and their customers, MCorp has helped many companies – from fast-growth market leaders to the Fortune 100 – transform the ways they interact with their customers, and profit significantly as a result. http://www.mcorpconsulting.com

Touchpoint Mapping® and Loyalty Mapping® are registered trademarks of MCorp Consulting. All rights reserved.

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Michael Hinshaw
MCorp Consulting
415-526-2655 ext. 706
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