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Over the past decade, the contact center has evolved from a traditional customer service environment, to a more strategic revenue source. Enterprise executives increasingly recognize the potential for leveraging contact center interactions to build more profitable customer relationships. This "Time with the Experts" episode features customer experience expert, Brian Vellmure, and OpenSpan EVP Anna Convery who will both share emerging strategies for acquiring and retaining customers, and cultivating more profitable, sustaining customer relationships
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Emerging Strategies for Driving More Profitable Customer Relationships
2013 Webinar Series – Time with the Experts
Emerging Strategies for Driving More Profitable Relationships
What to Expect Today
Introduction
How to acquire, retain, and cultivate more profitable, sustaining customer relationships
Q & A
Meet the Speakers
Brian VellmureCustomer Experience Thought Leader
Anna ConveryEVP, Strategy
OpenSpan
Emerging Strategies for Driving More Profitable Customer Relationships
Brian Vellmure
innovantage
@BrianVellmurehttp://
www.brianvellmure.com
@BrianVellmure
Increased Digital Connectedness
http://www.brianvellmure.com
Merging of Physical and
Digital Worlds
@BrianVellmurehttp://
www.brianvellmure.com
Access
@BrianVellmurehttp://
www.brianvellmure.com
Speed
@BrianVellmurehttp://
www.brianvellmure.com
@BrianVellmurehttp://
www.brianvellmure.com
Fragmented Attention
@BrianVellmurehttp://
www.brianvellmure.com
Customers want the same things
they always have
There is a narrowing window of time to capture attention and offer a compelling value
proposition
@BrianVellmurehttp://
www.brianvellmure.com
Customer Experience:
The last bastion of
competitive advantage?
@BrianVellmurehttp://
www.brianvellmure.com
Customer journeys are not
linear but dynamic.
Distributed across channels
in different patterns
@BrianVellmurehttp://
www.brianvellmure.com
Customers increasingly prefer self-
service
@BrianVellmurehttp://
www.brianvellmure.com
Source: IBM 2013 Global C-Suite Study
@BrianVellmurehttp://
www.brianvellmure.com
Moving from Reactive > Proactive > Predictive
@BrianVellmurehttp://
www.brianvellmure.com
Evolving Role of Humans in the Contact
Center
@BrianVellmurehttp://
www.brianvellmure.com
A new canvas for
Value Creation
@BrianVellmurehttp://
www.brianvellmure.com
Capture, Merge, Analyze broader, more
unstructured data sets.
@BrianVellmure http://www.brianvellmure.com
Translate data into insights
@BrianVellmurehttp://
www.brianvellmure.com
@BrianVellmure http://www.brianvellmure.comBrian Vellmure
Leverage insights for automated
recommendations for customers and
employees
© 2006-2013 by OpenSpan, Inc. All rights reserved.
© 2006-2013 by OpenSpan, Inc. All rights reserved.
Your Customer Service Representatives
Key to a profitable customer relationship …
Key to a profitable customer relationship …
Intelligence
© 2006-2013 by OpenSpan, Inc. All rights reserved.
Q & A
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