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Aspect | 2325 East Camelback Road, Suite 700 | Phoenix, AZ 85016 | 1-888-547-2481
Your customers are changing. They know their time is valuable and they expect you to value it. They demand service on any channel or device, at any time. And they expect seamless, effortless service at every step in their journey. Customer service organizations need to evolve in profound and game-changing ways to meet those expectations. In this new environment, companies that fail to transition from siloed customer support to a cross-functional customer engagement model will be at an enormous disadvantage.
On November 9, 2.00 p.m. – 3.00 p.m. ET, join guest speaker Ian Jacobs, Senior Analyst at Forrester Research, and Jim Freeze, Aspect Software CMO, as they dive into 5 questions that are top-of-mind with forward-thinking customer service leaders.
Get insights and answers to these frequently asked questions:
- Channels like Facebook, which were once considered marketing territory, are now being used for customer service. As this begins to impact the customer journey how will it impact the business?
- What is the role of chatbots in customer service and how do we effectively balance the pros and cons of leveraging Artificial Intelligence?
- How does the rise of self-service impact the role of the agent?
- Consumer demands have changed dramatically over the past couple of years. Are traditional customer service KPIs still effective? How do they need to change?
- What is “predictive service” and what is the value to the customer and the business?
Take a closer look at the latest trends, strategies and best practices that are shaping the future of customer service. Register today!
IAN JACOBS
Senior Analyst, Forrester Research
Ian Jacobs serves Application Development & Delivery Professionals. With a focus on the digital transformation of customer service, he is an expert in contact centers. His research keeps a sharp focus on customer experience and agent experience issues. Ian is an award-winning columnist, is regularly quoted in major global publications and is a frequent speaker at industry conferences.
JIM FREEZE
Senior Vice President and Chief Marketing Officer, Aspect
Jim Freeze brings more than two decades of marketing leadership experience, focused in the technology sector, to his position as senior vice president and chief marketing officer at Aspect. Jim plays a crucial role in executing on Aspect's corporate vision and strategy with oversight for the company's messaging platform and brand elevation. In addition, he directs the development and delivery of product and solution marketing strategies to foster revolutionary customer-company relationships.