Free Online Event: Digital Customer Care Summit

General registration for CMIQ's complimentary Digital Customer Care Summit goes live shortly.  We're giving you, our valued CMIQ member, the chance to secure your spot now!  Register below and you will get complete live and on-demand access to the free event!

Today’s customer management landscape is simple.  Either keep up with the needs of the digital customer or wave goodbye to the notion of a successful business.

Unfortunately, that pressure to incorporate digital touch points into a multi-channel customer management strategy often leads organizations down the wrong path.

Some err by approaching digital channels as vanity projects.  Mistakenly believing channels like social and mobile are auxiliary communication options for which only a hint of attention is sufficient, they underinvest, understaff, underserve and underperform in these channels.  Contrary to what these businesses believe, today’s digital customer are not going to pat them on the back simply for having a mobile app or Facebook page.  They require the business to provide a digitally conscious experience.

Another group of businesses is failing in a different way.  Though they understand the importance of meaningfully committing to digital channels, they take a flagrantly disparate approach to their customer experience.  They optimize each channel in isolation, forgetting that today’s customer is not simply looking for options but for cross-channel cohesion.  They want a great experience regardless of channel rather than an array of great channel experiences.

For businesses to make good on their supposed commitment to the customer, they need to cease these flawed practices now.

Enter the Digital Customer Care Summit.

Focused not on disjointed best practices for launching mobile, social or other digital channels but on incorporating digital channels into the overall contact center equation, this event will empower you to thrive as a customer-centric business.

You will learn—via presentations and interactive discussions with leading practitioners, advisers and innovators—how to build your contact center and customer experience functions in accordance with today’s digital customer landscape.  Topics include:

• Correctly integrate digital channels into the overall customer experience mix.  How will performance expectations in these channels impact the rest of the business?  How must the business’ big picture aims inform service levels in the new channels?
• Perform in a way that satisfies the digital customer.  Which metrics and performance standards must a business implement across its entire array of channel offerings?  How much the business change the way it measures workflow and customer satisfaction in this digital era?
• Show the value.  So many businesses get caught up on defining ROI, but which version really matters for digital customer care?  And does that vision of ROI affect the goals and objectives a business sets for its digital customer care?
• Assemble the dream team.  What does it mean to staff for the digital contact center?
• Brighten the customer profile.  Digital provide unprecedented windows into customers feel and behave; how can a business unlock, understand and act on these insights?

Digital customer care is not about adding new channels; it is about redefining the entire service experience for a new breed of customer.  Get the answers you need – and the proven best practices you crave – at the complimentary Digital Customer Care Summit on November 19, 2013.