Webinars

Next Webinar

30 Mar 2017

Omnichannel = OMNICHOICES – We want it all and we want it now

Sponsored by

DATE: 30 MARCH
TIME: 12PM GMT

This webinar will provide food for thought and practical actions to take away in order to delight today’s demanding customer. It will take you on a journey where you should find parallels in your own businesses and opportunities to delight. We are all in the service business and the client decides how they contact you, when they contact you and what their expectations are. You are not in control any more, your service is measured daily against the best of your competition and how you perform is reported daily via applications such as TrustPilot, TRIP Advisor etc.

Presenters

Steve Hurst

Engage Business Media

Trevor Geraghty

Difference Corporation
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Steve Hurst

Editorial Director

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Engage Business Media has rapidly established itself as beacon of thought leadership in a rapidly changing customer and employee environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business.

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Trevor Geraghty

Owner

Trevor Geraghty has a considerable commercial background with over 20 years’ experience in consulting and technology  coupled with a fundamental understanding of the importance of open communication across successful organisations, he has worked internationally with some of the world’s leading players in the communications space.   From their beginnings in 2002  Trevor has been an integral part of the team at Difference Corporation and has overseen the organisation evolve from being a boutique technology consulting firm to a leading service provider to the call centre and leisure sector.  He is well networked in the technology and recruitment sectors  ,Trevor has comprehensive commercial experience gained in the telecoms and information technology industries, working for organisations such as Cable & Wireless , Madge Networks, 02 and the US Department of Defence in several European countries.Trevor has provided consultancy services to some 80-technology companies, including Vodafone, Cisco, and Reuters. He  is an active member of International Round Table.

Register for this webinar now

Upcoming Webinars

06 Apr 2017

Making omnichannel a reality: learnings from major brands & tips to get started

Sponsored by

DATE: 6TH APRIL
TIME: 12PM BST

The ‘conversational commerce’ revolution is challenging every type of consumer-facing business.

Simply put, a business’s capabilities to deliver a true omnichannel customer experience will now determine a large part of their success. Those that can quickly integrate new messaging channels into business processes and workflows will have a distinct competitive advantage over those who can’t. That’s because they’ll be able to deliver a better customer experience on channels their customers prefer to use.

At IMImobile, we work with blue-chip enterprises such as Vodafone Group, O2, Telefonica, EE, Centrica and The AA, helping them to overcome the barriers and challenges of complex channel integration – without the need to rip out or make costly changes to existing CRM and CCI infrastructure.

This webinar will provide you with practical insight on:

  • Orchestrating communications smoothly across your existing systems.
  • Reducing the time-to-market for new customer service initiatives.

Key learnings you’ll take away:

  • How to design and implement true omnichannel customer journeys using a low-code platform approach.
  • How to empower your agents to serve customers across multiple channels with an easy-to-use cloud application.
  • How to get started with chatbots – including building the business case for new bot initiatives.
  • Insights from brands such as The AA, British Gas, and Tier 1 retail banks into how they interact with their customers through our contact centre solutions.

Presenters

Rikjan Scott

IMImobile

Alex Klose

IMImobile

Steve Hurst

Engage Business Media
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Rikjan Scott

Head of Solutions

Specialist in mobile platforms with comprehensive knowledge of advertising, marketing and research.

Specialties:

Product development
Business Strategy
Multi Method Research Techniques
Project Management

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Alex Klose

Head of Marketing

IMImobile is a leading global technology company providing software and services which help businesses capitalise on the growth in mobile communication. Its services and solutions, delivered in over 60 countries across Europe, the Americas, MEA and India, help its clients engage and transact with their customers more efficiently through smarter mobile engagement.

The solutions are designed to help businesses capitalise on the ubiquity of mobile networks and mobile devices by helping them use mobile as a channel to create new revenue streams, as a CRM and customer engagement channel and to improve business efficiency.

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Steve Hurst

Editorial Director

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Engage Business Media has rapidly established itself as beacon of thought leadership in a rapidly changing customer and employee environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business.

Register for this webinar now

Previous webinars

Nando’s Case Study: Engaging with Customers for Next Generation Insight

Best Practices for a Seamless Omnichannel Customer Experience

Improving Experiences: The Power of People

Why Service Leaders Need a 2017 Strategy

Proactive Customer Service; Top Brands share their Top Tips

The Numbers Game: How to Use Data to Land Top Talent

Reinvigorating the eBay Brand from the Inside Out

How Customer Support in the Travel Industry is Really Flying

Demystifying web chat and how to make it work for your organisation

Building a Model for Customer Experience at Porsche

Orbit case study: How real-time feedback can transform an organisation’s culture

John Lewis Case Study: Look inward – Your employees deserve great customer service too

Three Trends for CX Success

Building The Best Team Within Lloyds Banking Group

Case study: How Trendsales support their customer experience

Innovation in Employee Engagement – Empowering MetLife Employees to Tell Their Own Story

“From zero to… not quite hero just yet” – Setting-up The Customer Service Environment

How IBM’s customers are using advanced analytics to drive employee engagement and improve business performance

Getting CX Fit – Training for VoC Success

How real-time emotion can lead to real-time results

Effortless Multichannel Customer Experience – A Case Study from TrustPilot Using Zendesk

How to succeed in the brave new world of customer and employee engagement

Transform your Business with your VoC Programme

How to build a global connected community of 50,000 people

Build a great customer experience with the future in mind

How online streaming company increased customer satisfaction and productivity

The Customer Hub – Imaging Next Generation Customer Engagement

Global Customer Experience Best Practice in Financial Services

Using Customer Journeys to engineer a great Customer Experience

Learning From The USA’s Customer Experience Leaders:

Global Best Practice In Retail Customer Experience

Key Design Features Of A VoC Program: Robust, Relevant And Prioritised

Take A Look At The Brave New World Of Personalised Video

The 2 Forces That Will Transform Insurance Customer Experience For Ever

4 Next-Level Customer Engagement Strategies To Boost Contact Center Efficiency

How To Be A Winner In The Contact Centre Environment Of 2020

Turn VOC Data Into Action

It’s All In The Details: Create Successful Website Monetisation

The 2014 Customer Experience Leaders: UK Analysis Release

Online reviews – creating value for businesses and their customers

Transforming Customer Engagement: Don’t Just Deliver Experiences, Engage

Connecting Customer Experience To Business Outcomes

Serving The Connected Customer

Contact Centres And The Omnichannel Customer – The Seven Steps To Digital Heaven

Ten Ways To Make Sure Your Contact Centre Is Not Just Another Service Silo

Building Your Customer Experience Strategy: Implementing A Joined-Up Approach

Why Smart Companies Are Integrating Customer Feedback And CRM

So What Is The Future For The Contact Centre?

Outsourcing Customer Services, So What Is The Future For BPO Customer Service And Care?

How To Build A Successful VOC Programme: The Seven Steps To Heaven Revealed

Charles Darwin, Evolution… And The Contact Centre

How Social Media Is Driving Consumer Behaviour

Mobile Customer Engagement

Customer And Contact Centres: Overcoming The Multichannel Disconnect