On Demand

Webinar Week Series: Customer Contact

Transitioning to a New Customer and Organizational Dynamic

Frost & Sullivan is excited to announce our Monthly Webinar Week Series, complimentary to you. Daily, at 11:00am EDT, Monday, June 15 through Thursday, June 18, we will present a 30-minute webinar to help you in transitioning to a new customer and organizational dynamic.

This month will feature leading industry thought leaders sharing their insight and use cases on organizations taking on the very real challenges we face at this moment in time. Now more than ever, the ability to adapt to all that has and will continue to change is paramount.

Each speaker presentation will be followed by an interactive virtual roundtable discussion for Customer Engagement Leadership Council members. We’d love for you to join for the full hour and welcome a conversation on the dozen+ benefits of membership. Interested in learning more? Contact us today to join the Council.

Speakers

Chris Keenan

Head, Worldwide Medical Customer Engagement
Medical Capabilities
Bristol-Myers Squibb


Nicola Millard

Principal Innovation Partner
Enterprise CTIO
BT

Brian Solis

Global Innovation Evangelist
Salesforce


Deb Zell

Director
UX/Service Design/Journey Management
Dell

Agenda

Monday, June 15, 2020 | 11AM EDT

The Autonomous Customer 2020

Nicola Millard

Principal Innovation Partner
Enterprise CTIO
BT

It’s the 10th anniversary of BT’s global research on customer attitudes around the world. The 2020 edition shows how channel preferences are shifting, what customers are looking for in customer experiences, and whether they think technologies like AI might help, or hinder.

 

Key Take-Aways:

  • Insight on customer expectations of digital customer experiences and the contact center
  • A reality check on the channel mix and technologies that customers are looking for
  • Examples of the impact that COVID 19 is having on these trends

Tuesday, June 16, 2020 | 11AM EDT

Maintaining the Momentum: A New Way of Doing Business with Your Customers Post COVID-19

Deb Zell

Director
UX/Service Design/Journey Management
Dell

Many companies miss clues around how their customers want to do business with them as a result of how their contact options are configured. In some cases, a simple label change can mean the difference between a sale and silence. Participants will learn about real world examples, how to diagnose issues, what to do about them.

 

Key Take-Aways:

  • ‘Obvious’ contact options may be scaring your customers away; how to identify these situations and what to do about them
  • Different situations may mean different contact preferences from the same customer; we’ll review innovative approaches to helping customers navigate a complex contact architecture
  • How to plan for, and manage, incoming customer contact through channels you may not be expecting customer contact through

Wednesday, June 17, 2020 | 11AM EDT

The Rise of Generation Novel aka Gen N and the Novel Economy

Brian Solis

Global Innovation Evangelist
Salesforce

We are now entering the Novel Economy and witnessing the rise of a new generation of customer and employee, Generation-Novel or Gen-N.  In this engaging session, world-renowned digital anthropologist, keynote speaker and best-selling author Brian Solis will deliver fresh perspectives on the customer evolution.

 

Key Take-Aways:

  • Examples of how COVID-19 changed the course of humanity and consumerism
  • Insight into how the Novel Economy changes our trajectory and how this “new normal” breaks out into 3 phases of action over the next 36 months
  • Key findings on why data pre-March 1st 2020 is irrelevant and how data-driven empathy will lead to newfound innovation to engage Gen-N
  • A framework for navigating the Novel Economy and building a more relevant, disruption-proof digital business

Thursday, June 18, 2020 | 11AM EDT

Business Continuity During Uncertain Times

Chris Keenan

Head, Worldwide Medical Customer Engagement
Medical Capabilities
Bristol-Myers Squibb

A Business Continuity Plan (BCP) should be key pillar to service delivery and is not simply a backup generator. BCP should be tailored to fit an individual business, but a typical plan will include:

  • Essential business requirements with identifiable risks and potential impact to the business
  • A strategy to respond, manage and recover

This session will unpack best practices for business continuity in the pandemic era.

Key Take-Aways:

  • Guide to identifying risk and impact to the business
  • Best practices in managing and designing a Business Continuity Plan
  • Insights into how COVID-19 impacted our contact centers

This Week Brought to You By:

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Snapshot of Who’s Participating

3M
3Pillar Global Inc.
5th Talent
7-Eleven
A1 group
AgileOne
Alpha Packaging
Alpine Health Technologies
Anixter
Arema Connect
Avaya
Avis
Bambucluster LLC
Bancolombia
Banner Bank
BCD Travel
Bell F&F
Cardworks
CDW
Centene
C.H. Robinson
Church Pension Group Services Corporation
Cicero Inc.
Citizens Bank
Conn3ct
Dealer Inspire
DEKRA
Dow Chemical International Pvt Ltd
Dude Solutions

Electronic Arts
Edovate Learning Corp
Emplay
Emtel
Enterprise Ireland
Envoy Mortgage
Erie Insurance
Eventus Solutions Group
ezCater, Inc.
Fair Financial Corp
FANUC India Pvt Ltd
First Call Resolution
First Financial Bank
Fivestars
Florida Blue
Geotab USA, Inc.
Google
Grainger
Group O
Handelsbanken
Hoist Finance
Honda
illy caffe
Integrity Solutions
Invest Northern Ireland
J Knipper and Co
Jacada Inc.
JSC Federal Credit Union
Leo Pharma

Macy’s
Magnitude Software
Management Controls Inc.
Manitoba MB
Mayo Clinic Ventures
Medavie Blue Cross
Nationwide Financial
Ncell Private Limited
Neustar
Nokia
NuAxis Innovations
OneGas
Outcome Health
Pacific Blue Cross
Persistent Systems Ltd
Pinnacle 21
Playvox
PNC
Progressive Insurance
PSCU
PTP Inc.
REDCap Cloud
REI
ReSonate A to Be
Riot Games
Root Insurance
Safety Products Inc.
Schimmel Corp
Scottish Development International

SDMI
Servion Global
Sharp HealthCare
Signature Flight Support
Sinch
South Mountain CC
Spectrum Health Hospitals
Spellbinder Business Solutions
State Farm Insurance
Sunwing
SupportNinja
Swiss Post Solutions Inc
Tableau Software
Tasktop
Tata Motors Ltd
TECO Energy
Teleperformance
Toyota Motor Mexico
Trustmark National Bank
Ubisoft
Uniphore
United Power
UPS
VXI
Webhelp
Wix
Zappix
Zephyr Partners Solutions
Zinier

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