In today's fiercely competitive market, elevating customer experience (CX) is essential. Yet, many organizations are challenged to align their CX and contact center (CC) strategies, which causes them to fall short on enhancing experiences and boosting operational efficiency.
Join experts M.J. Johnson (Sr. Director of Product Marketing, CallMiner) and guest speaker Rich Saunders (Senior Analyst, Forrester) for an educational discussion on how, by establishing an integrated CX and CC strategy, business leaders can drive enterprise-wide results. They’ll share how the convergence of CX and CC data can deliver deeper customer insights, amplify operational effectiveness and revolutionize your business.
Takeaways will include:
- Best practices for seamlessly integrating CX and CC operations to maximize efficiency
- Innovative approaches for diversifying Voice of the Customer (VoC) listening, going beyond traditional surveys
- Potential solutions to common challenges, such as navigating organizational silos and encouraging interdepartmental collaboration
- Practical methodologies for leveraging structured and unstructured customer data to extract actionable insights and enhance outcomes
- And so much more!
P.S. We’ll be awarding $50 gift cards to four lucky live attendees who ask the best questions – register today!
Speakers:
Forrester
Rich is a senior analyst serving customer experience (CX) professionals. He focuses on helping customers build and mature voice-of-the-customer (VoC) and CX measurement programs. His work includes connecting customer experience to business value and demonstrating the ROI of improving CX.
Before joining Forrester, Rich led a customer experience insights and analytics practice for Lumen Technologies, where he connected customer feedback with direct financial impacts of customer experience. Previously, Rich had a background in CX consulting and spent his early career leading customer-facing sales and marketing teams across financial services, hospitality, and retail industries.
M.J. has built his career as a product marketing leader in pursuit of three goals: focusing on the customer, collaborating with great technologists, and sharing compelling stories. He’s excited to be part of the team at CallMiner to help advance their leadership position in natural language processing and artificial intelligence to improve customer interactions.
Most recently he led the product marketing team at Acquia, where he had the opportunity to help define and establish Acquia’s Digital Experience Platform go-to-market, while working closely with members of the Drupal open source community. He previously has held product marketing and product management leadership positions at Akamai, Adobe, Vignette, AltaVista and multiple early-stage startups.
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