Webinar: Don’t Just Experience, Engage.
Date: July 24th 2014
Time: 1pm EST / 10am PST
Duration: 60 mins
Presenters: Kate Leggett, Forrester Research, Inc. & Ryan Hollenbeck, Verint®
In Forrester Research Inc.’s recent report “Navigate The Future Of Customer Service In 2014,” Principal Analyst Kate Leggett identifies that companies are “starting to embrace a new type of customer service engagement that relies on customer context, personal information, and predictive intelligence to generate proactive experiences.” She shares that “for many companies, delivering this level of service is a cornerstone of their customer engagement strategy.”
Join us on July 24 as Kate joins Verint SVP of Marketing Ryan Hollenbeck to examine the complex and evolving world of customer engagement. During this webcast, they’ll cover such trends as:
1. The shift from improving the customer experience towards optimizing customer engagement
2. How knowledge management will evolve from being purely reactive to giving proactive advice
3. How customer feedback will be used to operationalize insights
4. Why the agent experience is no longer an afterthought
Learn the value of providing enriched customer interactions, improved enterprise processes, and a highly-productive workforce that can help you compete and win in the age of the customer engagement.
Forrester Research Inc.
Principal Analyst Serving Application Development & Delivery Professionals
Kate serves Application Development & Delivery Professionals. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. She is an accomplished public speaker and frequently presents at industry events such as CRM Evolution. She has been published in The Wall Street Journal, Forbes magazine, and industry publications such as CRM Magazine, KM World, and Destination CRM.
Verint® Systems Inc.
Senior Vice President, Global Marketing Verint® Systems Inc.
Ryan Hollenbeck serves as Senior Vice President of Global Marketing for Verint® Systems, the market leader in Actionable Intelligence® solutions. In his position, he is responsible for driving global corporate marketing, solutions and industry marketing, marketing communications and operations, digital marketing, and sales enablement. He also serves as executive sponsor of the Verint Customer Experience Program that focuses on gathering a deep understanding of the customer journey and translating that information into actionable insights.