THE COMING CUSTOMER SERVICE REVOLUTION - DRIVEN BY THE SMARTPHONE

  • June 19, 2013
  • 7:45 AM - 9:00 AM
  • FortisBC Conference Centre, 1111 W. Georgia St
  • 4

Registration

  • plus GST
  • plus GST

Advance registration and payment is required. Cancellation: 72-hour notice

Registration & Continental Breakfast begins at 7:30am
Registration is closed






More than half of all Canadians have a Smartphone. And they like to use them. For self-service such as handling bank payments, booking flights, making reservations, filing claims, getting quotes, checking service schedules, reading meters, and more. Now fast forward to companies, looking to manage costs and expand customer choice, who are developing their own mobile apps for customer self service. Research is showing that two-thirds of mobile “self-service customers” end up in the contact centre.

Will you be ready? The challenge for contact centres will be to make mobile self-service work by seamlessly linking the self-service experience with live assistance.  No stopping to dial a 1-800 number and starting all over. There will be new richer apps that allow immediate two-way exchange of information with the contact centre.

And that’s just the beginning…..Join us on June 19 for an expert view on how mobility is affecting and driving the customer experience and how to integrate mobile applications with your contact centre.




SPEAKERS

Michael Wiesblatt
Vice President of Sales   
Altivon

Michael Wiesblatt serves as the VP of Sales for Altivon where he passionately speaks to customers and prospects about the impact of the customer experience on brand loyalty, revenues, and the contact centre. Wiesblatt has extensive telecom and contact centre experience including senior account management positions at Alcatel-Lucent Enterprise, Genesys Telecom Labs, and VoiceGenie Technologies. Responsible for all sales efforts across North America, his leadership of and direction for the Altivon sales team has already made a significant positive impact.


Carol Borghesi
Principal,
Customers First Culture

With 31 years of telecommunications experience spanning three continents, Carol ‘s career has taken her from TELUS in Canada to British Telecom (BT) in the U.K. to Bharti Airtel in India, back to TELUS and now in her own Customer Experience practice.
Carol rejoined TELUS in 2009 as Senior Vice-President – Client Experience in support of consumer contact centres across Canada and in 2011 accepted the newly created role of Senior Vice President – Customers First Culture. Carol ignited passionate customer advocacy across TELUS with the launch of Customers First in 2010 and was the driving force behind the evolution of TELUS’ corporate culture to deliver on the future is friendly® to clients.

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