For today’s consumers, customer service alone is no longer good enough. The “experience economy”, the new desire of Millennials and GenZ consumers, makes completed transactions and answered questions customer service the bare minimum. By demanding experience-first service, these digital natives are changing channels and changing how customer service itself is defined.
Plan to join us on Thursday, February 28th at 1:00 PM EST for the live webinar, Consumer Experience Research: 2019 Trends You Need to Know. We’ll discuss the top three findings from the 2018 Aspect Consumer Experience Index report that will show you new loyalty triggers and revenue drivers this new customer experience economy can offer.
- What the rewards are for following the rules of customer service in the experience economy
- What customer service interactions consumers view as brand experiences
- What channels consumers prefer for the different aspects of customer service
For over three decades Sheri Greenhaus has been involved in nearly every aspect of contact center management: as a contact center executive, a successful consultant, and for over 20 years, managing partner of the premier CX website, CRMXchange.
As Director of Hart Hanks Telemarketing, Sheri oversaw the entire Hart Hanks call center operation. Her responsibilities included the company's critical sales and customer retention programs, hiring and training of agents, and the development of compensation programs. At CRC Information Systems, where she was Vice President of Marketing, Sheri was responsible for sales and marketing strategies for this scripting database company. Sheri began her contact center career at Dun & Bradstreet SalesNet; the first automated outbound call centers in the country. There, she was responsible for acquiring and maintaining major accounts. Following her corporate career Sheri founded Greenhaus Connection, a successful consulting firm specializing in the setting up of call centers and brokering of contract work for external sources.
Sheri holds a BS degree from University of Connecticut and a Certificate Degree in Direct Marketing from New York University. She also studied at the American Academy of Dramatic Arts in New York.
Sr. Manager, Product Marketing
Bob Moore is Senior Manager, Product Marketing for Aspect Software and leads product marketing for the Workforce Optimization suite including Workforce Management, Quality Management, Performance Management and Analytics. With over 20 years of experience in strategic planning, product management and marketing for technology companies, Bob has helped large and small companies achieve their growth objectives.