Leading Authority on Transformation Challenges the Beliefs of Organizations that Think They’re Already Doing Everything Necessary to Become Customer-Centric

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Keynote Speaker Arussy Offers Actionable Tools for Customer Journey Mapping at “Shaping the Journey of the Connected Customer” Virtual Conference, March16-19

Shaping the Journey of the Connected Customer

What is the single most significant obstacle for a company that aims to transform itself into a customer-centric organization by providing consistently outstanding service? Is it budgetary limitations or an outdated technology infrastructure? Competing corporate initiatives or the inability to build a business case? Perhaps it’s siloed communication channels or insufficient employee training?

While these are all contributing factors, the real answer is “none of the above,” says Lior Arussy, founder of Strativity Group, and a world-renowned expert on customer experience transformation. He sees the most difficult roadblock to progress as the often misguided belief in a company that “we’re already doing that.” Arussy continually encounters managers, executives and employees who have unfounded faith that their existing strategies are working well and thus, see no real need for change.

Arussy will offer focused strategies to burst these bubbles of complacency when he opens Shaping the Journey of the Connected Customer- Best Practices in Customer Engagement, an online contact center educational event presented by CRMXchange. In his March 16 keynote address, Arussy will assess Next Generation Customer Journey Mapping – Actionable, Results-Driving Tools,” enumerating the right steps to design maps that enable businesses to understand how their customers interact with them, including case studies and lesson learned by some of the world’s top brands.

The keynote address is just the first in the series of nine webcasts being presented in this complimentary in-depth online event structured to provide guidance to help contact center supervisors, managers, directors and C-level executives build achieve improved results Solution providers will outline best practices for building customer loyalty by employing better engagement techniques and increasing retention via improved personalization technologies.

Additional conference sessions include:

  •     Be a ‘Customer Bill of Rights’ Champion    
  •     Building the Customer Experience Blueprint: Common Roadblocks to Overcome     
  •     Want Loyal Customers - Make It Easy To Complain    
  •     Building the Road of Least Resistance: Guiding Customers to Better Self-Service Options
  •     Artificial Intelligence and Self-Service – A Perfect Pairing for Customer Loyalty
  •     Customer Effort – How Hard Do Customers Work To Contact You?     
  •     Transform the Customer Journey: From Lost Opportunities to Standout Moments
  •     60 Ideas in 90 Minutes

Attendees can also learn more about the latest products in the exhibit hall and see live demos from leading vendors: Aspect, AVOKE Analytics, Inbenta, inContact, IQ Services, Nuance NewVoiceMedia, Verint, VoltDelta and West Interactive. In addition, conference participants can share insights with colleagues and presenters in the Networking Lounge, a specially designed forum that enables open communication during the event. All webcasts and other event activities will remain available for seven days afterward.

There is no cost to attend this conference. For more information visit http://www.ecrmevents.com. For more information about this or other virtual conferences presented by CRMXchange, contact info(at)crmxchange(dot)com or call 941-702-8389.

About CRMXchange
Founded in 1995, CRMXchange has long been recognized as a premiere destination on the Internet for the exchange of information and ideas on customer relationship management, sales, contact center, and telemarketing issues. Today, the site offers a wide variety of resources for CRM professionals. CRMXchange has developed unique insights into the kinds of business intelligence and professional development programs required for successful contact center operations. And as a pioneer of the Internet, CRMXchange understands the profound role the web can play in the all-important arena of peer-to-peer communication. Known by our audience as the “event site,” CRMXchange has gained a reputation as an expert in the hosting and marketing of webcasts and other online events.

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Sheri Greenhaus

Sheri Greenhaus
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