Customer experience: How efficiency drives higher loyalty

  • June 18, 2014
  • 8:00 AM - 9:00 AM
  • FortisBC Conference Centre, 1111 W. Georgia St

Registration

  • plus GST
  • plus GST

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

Registration & Continental Breakfast begins at 7:45am
Registration is closed
Customer experience: How efficiency drives higher loyalty




As we've listened to the stories of wow customer experience and struggled with how to get our companies to act that way, new research shows that is the wrong thing to strive for!! Understanding that customer effort holds the key to loyalty and how new contact centre capabilities including smart phone commerce are critically important for customer service executives today..

At this seminar you'll learn:
  • Groundbreaking research results from the Corporate Executive Board about what drives loyalty and what doesn't!!

  • Tangible takeaways that can help drive down customer effort

  • Which new contact centre technologies and applications can be used to assist in driving down customer effort

  • How smart phone commerce is an increasingly important area to address



SPEAKER
Frank Tersigni
Altivon
Executive Vice President


Frank Tersigni is responsible for all Altivon product and services offerings, bringing high value, high impact solutions to the marketplace based on Interactive Intelligence and other technologies. A regular speaker at customer experience conferences, Tersigni has more than 20 years of experience as a leader in the high technology community at the following organizations:

Got Corporation (Chief Executive Officer)– leading SaaS-based email marketing services provider targeted at customer loyalty and retention programs – successfully restructured the company, delivered record revenues and sold the company to a strategic buyer (Protus IP Solutions).

Genesys Telecommunications (VP, Business Development) – responsible for all corporate M&A activities, technology partnerships and corporate strategy – successfully established relationships with ClickFox and RightNow – successfully completed acquisition of Informiam by Genesys.

VoiceGenie Technologies (C.O.O. and VP, Marketing and Business Development) – responsible for strategy, marketing, channels and product management – successfully re-architected the company’s go-to-market strategy and contributed to record revenues and return to profitability – successfully sold the company to Alcatel Lucent (Genesys).

IBM Canada / LGS (VP) – responsible for several major initiatives including development of go-to-market programs based on Microsoft, Onyx, Pivotal and Siebel for contact center and CRM solutions.

CallPro Canada (Co-Founder and VP) – responsible for creating Canada’s leading provider of multi-media customer interaction management solutions – successfully sold the company to IBM/LGS.

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