February 22 - 24, 2010, Hilton Miami Downtown Hotel, Miami, FL
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Loyalty is no longer about the reward points or incentive
programs - it is about the importance for organizations to
design and improve the internal process based on the in-depth
understanding of the changing customer needs and
expectations. Self-service initiatives have been viewed
traditionally as a “means to an end” – a technological approach
to delivering necessary service while minimizing costs and
implementing standardized processes across the board.
However, with the emergence of a technologically sophisticated
consumer and in the increasingly competitive market conditions,
managing self-service programs as a means to grow loyalty is
both an art and a science.
In this keynote, find out how Best Buy is leading through the
process of change.
Senior Vice President, Enterprise Design
Customers often view self-service as “doing someone else’s work”. But when shown the value of using intelligent online portals, customers better understand their ability to manage their business and take better care of their own customers. In this case study, explore how AT&T BusinessDirect customers are empowered by having unprecedented network transparency and hands-on network management to enjoy real-time visibility of and control over their network. The program’s goal is optimal network utilization and enterprise-wide telecom expense management. This in turn enables customers to run their operations more efficiently, increase their return on investment (ROI), and dedicate resources to their mission-critical applications.
Learn how to:
Successful self-service strategy begins by ensuring that your
customers are willing users of the technology. Today’s highly
sophisticated customer used to “on demand everything” is
quite willing to engage with technology offerings, however,
enabling customers in their self-service channel of choice is a
complex equation that balances many factors. These include
customer needs and preferences, the overall business goals of
the organization, and the particular technologies being used.
In this session, learn how to:
Project Lead for Web Self-Service
San Diego Gas and Electric Company
How well are you capturing customer information, contacts,
messages, requests and complaints? How can you leverage this
data to inform your outreach strategies, customer care
capabilities and prioritize scarce funds for different customer
facing activities? In this interactive session, learn from your
peers and in small groups, brainstorm how to translate ideas
about using customer information into actionable insights for
The challenge in creating seamless e-service and voice selfservice
initiatives on an international scale is twofold. First, there
is the task of servicing an ever growing number of customers in
different time zones and with different web-usage preferences.
Second, the challenge of working in international markets with
different rules and regulations while maintaining the same
standard of interactive experience is more complex than a
simple deployment of technology.
There is a broad need to capture and measure the customer experience in the self service domain. Why? Think of your own behaviors, and how quickly you’ll abandon a channel if you believe it’s too difficult to use or you won’t be successful with it. What is your lasting memory of the company when you are disappointed over multiple channels? In this session, we will illustrate - through simple techniques - how to improve the customer's experience in self-service and customer-facing applications.
Techniques will be illustrated using several public websites and contact center case study examples. Approximately 20 quick polls will be taken during the session and discussed as part of the peer exchange. This participant-driven session will also highlight these critical concepts:
Director, Innovation and Execution
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