The Virtual Summit
X

We use cookies in order to provide you with the best possible user experience on our websites. By continuing to use our sites and services, you are giving consent to cookies being used. You can find more information in our data privacy statement.

MultiChannel Connected Customer March2018

Your Briefcase

Please Login or Register
Back

How to Monitor, Measure, and Improve Your Customer Experience

Wednesday Mar 28, 4:00 PM – 5:00 PM EDT — LISTEN TO RECORDING


For the last several years, it has become more and more obvious that the pathway to optimal customer engagement is rarely a linear one as customers engage with their chosen vendors through a variety of channels, oftentimes pausing and resuming journeys along the way. Join this interactive session for an overview of how the measurement of multi-channel insights can drive engagement strategies that produce ideal customer outcomes.

Attendees will learn:

  • How interaction insights identify when and where customer effort can be reduced in the engagement process
  • How successful organizations are converting Voice of the Customer intelligence into increased customer satisfaction and reduced churn
  • What role customer journey analytics can play in identifying the ideal path for positive customer outcomes

Presenters:

Brian LaRoche, Director, Account Based Marketing, CallMiner

Brian LaRoche Brian LaRoche, Director, Account Based Marketing, CallMiner
Brian LaRoche is responsible for direct and channel outbound marketing programs for CallMiner. In addition to his marketing responsibilities he is the host and moderator of CallMiner’s popular Monthly Education Webinar series. LaRoche, a call center industry veteran, is a frequent guest speaker, panelist and guest columnist on a number of technical, collections, sales, customer service and leadership topics related to the analytics field.

Toby Paul, Product Marketing Manager, CallMiner

Toby Paul Toby Paul, Product Marketing Manager, CallMiner
Toby Paul is a Product Marketing Manager at CallMiner and drives product marketing content and strategy for the Eureka product line and leads new product launches. In addition to his marketing responsibilities he is the host and moderator of CallMiner’s monthly Product Release webinars and the Feature Showcase series of live product demos.