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SPONSORS: Aspect | BenchmarkPortal | CallMiner | CXPA | inContactNICE CXA | Omega | Verint | West

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12 Components that Comprise a Structured and Measurable CX Strategy- Omega Mgmt Group and Sponsors

Thursday Mar 23, 2:00 PM – 3:00 PM EDT — Recording link


The conference final webcast dives into the wisdom and logic of making a CX strategy part of your corporateĀ  culture, your DNA. Every company claims to value its customers, but those are just empty words without acorporate-wide commitment to consistently exceeding customer expectations for service and support.

By attending this webcast, you will gain insight into the following areas:
  • The four key phases and 12 components that comprise a structured and measurable CX strategy
  • The role that various CX technologies play in delivering consistently superior CX in contact centers and other areas of customer interaction with your organization
  • The importance of employee engagement to maximize CX
  • How communicating your CX success to key stakeholders makes all the difference
  • How to measure the ROI of CX in terms of customer acquisition, retention, growth and win-back.

In addition, you will hear from conference sponsors as they take a few minutes each to describe how their solutions can help you exceed customer expectations.

Presenter:

Bill Bradley, VP Marketing & Business Development, Omega Management Group Corp.; and the Customer Relationship Management Institute (CRMI)

Bill Bradley Bill Bradley, VP Marketing & Business Development, Omega Management Group Corp.; and the Customer Relationship Management Institute (CRMI)
Omega and CRMI are experts in CX strategy and employee engagement, respectively. Bill has more than 35 years experience developing and implementing market awareness, differentiation and preference strategies through a range of research-driven communications programs. His extensive background includes positions in corporate communications, media and analyst relations, research, marketing communications and publishing in various industry segments.