Presented By: Professor Moira Clark, Director of the Henley Centre for Customer Management and Chris Bauserman, VP Product Marketing, NICE inContact
Moira Clark’s expertise focuses on what it takes to build a customer-centric organisation and achieve superior competitive advantage. This session will utilise insights from her latest research, where she has delved into the best practice of service excellence companies that consistently deliver first-class customer experience. In particular she will examine whether you are market driven or market driving. Basically are you acting smarter and responding faster and arming your teams with the right tools and insights to act quickly? She will review the importance of understanding your customer and the importance of considering how customers perceive value in both business to business and business to consumer markets. . Finally we will look at ways in which you can make it ‘easy’ to be a customer and finish with demonstration of NICE inContact CXone offering that provide a platform for a smart and fast customer services operations
Attendees will have the opportunity to assess how market driving they are through a mini questionnaire and will be able to discuss their own specific issues arises from the mini exercise. The session incorporates many examples of leading-edge best practice from around the world and uses the latest research findings from the Henley Centre for Customer Management (The Centre is Directed and founded by Moira and works with companies across all sectors to undertake research into leading-edge best practice in customer management). The output from the session will be a clear understanding of what actions need to be taken in order to build and strengthen a customer-centric approach for their organization.
The session will cover:
• What does changing consumer behaviour look like?
• What makes a ‘perfect’ customer experience?
• How do customers perceive value?
• Are you ‘Market Driving’ or ‘Market Driven’?
• Are you working your customers too hard? Understand the importance of making it easy to be a customer
• NICE inContact CXone demo
Professor Moira Clark is Professor of Strategic Marketing at Henley Business School, Head of Marketing and Reputation as well as Director of The Henley Centre for Customer Management. This research centre develops joint research initiatives between Henley and a consortium of organisations who want to further their knowledge and understanding of leading-edge best practice in customer management (www.hccmsite.co.uk).
Chris has successfully driven technology strategy and go-to-market (GTM) growth initiatives for software startups and large enterprises over the past 20 years, focusing on solutions that help organizations improve customer experience. He currently leads product marketing and market intelligence for NICE inContact, a leader in cloud contact center software. Prior to NICE inContact, Chris led marketing and GTM strategy for ecommerce and digital marketing solutions at Rackspace, helping brands deliver a great buying experience for their customers. He also held various leadership roles at IBM and a B2B cloud startup, launching simplified service desk and security products to improve the employee experience.
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