Summit Tracks
Track A: Customer Service and Support
Selling is easy compared to delivering great customer support. Today’s customer has access to an unprecedented number of interaction channels, including smart phones and other mobile devices. They can use social networks to join a global community of peers sharing experiences and looking for answers. Here we’ll look at the top best practices for great customer service, the technologies and vendors leveraged by the world’s greatest companies and the analytics needed to evaluate key processes.
Sessions
How Marketing and Customer Service will Become BFFs
14 March, 2012 (11:15 AM - 12:15 PM)
This presentation looks at the many ways that corporate marketing is, and will, leverage customer support interactions to gain insight, generate brand awareness and increase loyalty.
How Virtual Assistants will Change the Face (literally) of the Customer Experience
14 March, 2012 (02:15 PM - 03:00 PM)
The virtual assistant does not take lunch breaks, never gets sick, doesn’t belong to any unions, is trained in an instant and is busy taking over from human customer service representatives all over the world, working 24/7 at a very low cost. This presentation introduces you to the new face in customer service, not only on the Web but also on mobile devices.
Why Customer Contact Through the Contact Center will Remain the Cornerstone of your Business
14 March, 2012 (03:15 PM - 04:15 PM)
Customer service organizations struggle with the transition to self service and customer peer-to-peer communities. This session addresses how they can meet the demands of the social customer while controlling costs. We show the key performance indicators and processes to improve customer service, as well as the innovative technologies that will drive best-in-class customer service.
The Future of Web Customer Service
14 March, 2012 (05:45 PM - 06:30 PM)
Web Customer Service (WCS) is a great concept: It enables organizations to move interactions to more- cost-effective channels and gain efficiencies through a reduced workload while empowering customers to solve their own issues. But where is WCS heading given the arrival of many new channels? This presentation explores how to assimilate WCS and prepare yourself for the next wave of mobile and video customer service.
How to Avoid the Top 10 Challenges with Proprietary Web Communities
15 March, 2012 (08:15 AM - 09:15 AM)
Customer communities sitting on organizations’ own websites are often overlooked by customers and unmanaged by the organization. Community owners will need to overcome 10 hurdles in the development of this resource in order to see promised business benefits. In this session we document the three types of issues seen with proprietary Web communities, identify the 10 challenges and provide actionable recommendations for overcoming them.
Case Study: Play Catch, Not Ping Pong: How Cisco Delivers Next-Generation Support Through Social Content
15 March, 2012 (12:00 PM - 01:00 PM)
The key to providing the best support to clients—truly concierge-like service—is to have one knowledgeable point of contact stay with the customer until the issue is resolved. To achieve that, you need a way to match the right knowledge and skills with the problem at hand from the beginning. Hear how Cisco, using a cutting-edge support model, together with technology deployments, makes sure each customer finds the right engineer, right away.
How to Build a Successful Customer Community
15 March, 2012 (03:00 PM - 04:00 PM)
Anyone can buy peer-to-peer community software, but developing a successful customer community takes work. In this session, we get down to business and provide tactical guidance to attract customers to a community, engage with customers in the community and leverage community analytics to provide value to both customers and the business.
How to Build the Business Case for Investments Designed to Improve CRM
16 March, 2012 (08:15 AM - 09:15 AM)
Challenging economic times persist. In response, business executives are requiring additional facts prior to making investment decisions. This presentation provides the sources of facts and describes the process for using facts to lower the risk and quantify the benefits of CRM initiatives.
Case Study: Proactive Service for an Outstanding Customer Experience
16 March, 2012 (10:15 AM - 11:15 AM)
Liberty Mutual is committed to providing the best possible customer experience in a dynamic and highly challenging industry. To meet this commitment, Liberty focuses on anticipating customer needs and being proactive to deliver an excellent experience in real time – even in conditions as challenging as Hurricane Irene. Hear how the organization is unearthing and reacting to customer insights, while driving improved efficiency, revenue generation, compliance, customer retention, and employee satisfaction.
