As a customer service and support executive, do you struggle to provide a world-class customer experience? Chances are the answer is yes. It’s no wonder with expanding customer interaction channels, rising customer expectations, and an explosion in both the amount and complexity of data B2B customer service organizations face. Customer information has become unmanageable and inaccessible to those who need it most – agents, customer service managers and executives, and customers themselves – causing confusion, dissatisfaction, and the loss of customers to the competition.
If you are in or around New York City on Tuesday, September 27, we invite you to join us, along with industry leaders, practitioners, and the editor of CRM Magazine, for an exclusive roundtable and reception to discuss a new technology for B2B organizations that uses real-time insight from all customer channels to better know, better serve, and sell more to your customers – all in an effort to significantly improve customer service metrics. We’ll be at the new Eventi Hotel, 851 6th Avenue (at 30th Street) from 6-8pm ET. You can register here.
We’re pleased to welcome our speakers including Jim Crowe, senior vice president and CIO, Hudson Insurance Group, along with David Myron, editor, CRM Magazine, and Ed Shepherdson, SVP, Enterprise Solutions, Coveo, who will discuss and demonstrate how combining knowledge management, customer experience management and search can provide real time insight from all customer channels and IT systems.
Our customers have been using this approach and have reported significant benefits to their customer service and support operations including a 50% reduction in case resolution time, an increase in customer self-service satisfaction of 10%, an increase in contact center capacity without adding headcount, and a reduction in agent training time. You can check out more customer case studies here.
If you’re responsible for customer service, customer experience, sales and marketing, CRM, or internal tech support across B2B organizations, we hope you can join us. Once the roundtable discussion is finished, we’ll have cocktails and an opportunity for more networking.
I hope to see you there!