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Understanding How Multi-Channel Customer Journeys Deliver Customer Loyalty and ROI -NICE CXA

Wednesday Mar 22, 12:00 PM – 1:00 PM EDT — Recording link

Contain Your Enthusiasm: Understanding How Multi-Channel Customer Journeys Deliver Customer Loyalty and ROI


Containment. If you capture and contain something, you can interpret it, understand it, and act on it. By containing your customer journey data, you can observe what generates customer satisfaction, what causes frustration, what leads to churn, and what leads to increased spend—and act to capitalize on those insights.When you contain these insights, you can ensure accountability among personnel, and promote the customer centric culture internally. When you contain your customer’s journey using the systems and self-service tools you’ve implemented, you give customers what they want, limit operating costs, and achieve the return oninvestment that drove the technology investments you’ve made.

In this presentation, we discuss the importance of containment in building a customer experience strategy that fosters customer loyalty, advocacy, opportunity, and bottom-line benefits for the brand.

Presenter:

Matt Reading, Director of Professional Services, NICE’s Customer Journey Solutions

Matt Reading Matt Reading, Director of Professional Services, NICE’s Customer Journey Solutions
Matt focuses on delivering omni-channel solutions to our customers. Through his 10 years in the industry, he has delivered data-driven solutions optimizing all aspects of the customer engagement lifecycle, from acquisition and onboarding through to retention and service, across verticals including Financial Services, Telecommunications, Automotive, and Travel. Prior to NICE, Matt worked at Causata, Adobe, and Omniture. He has an MSc in Mathematics from University College London.