Typical topics include:
Thriving in the New Era of Customer Relationships
The confluence of economic changes, new communication capabilities, emerging social communities, and evolving customer expectations has fueled fundamental changes that are leaving no organization untouched. Every forward-thinking leadership team is asking, what do these changes mean to our organization? Our customer services? Our plans and direction? As a result, customer services are undergoing their most significant “upgrade” ever – touching people, processes, technologies, and strategy – as they become increasingly central in organization-wide efforts to understand and meet customer expectations. In this not-to-miss keynote, author and consultant Brad Cleveland – who has had a front row seat in his work with organizations across the globe – will define the deep changes taking place, and the steps you need to take now to prepare your organization, your team and yourself to survive and thrive in the months and years ahead.
Viva Opportunity! Boosting Your Contact Center’s (Call Center’s) Value and Visibility
(This can be a workshop)
This eye-opening session, designed for senior level managers, establishes a practical understanding of contact centers: their role, the environment in which they operate, and how they can be harnessed to produce better business results and higher levels of customer loyalty. Themes covered are based on three building blocks that include:
- Optimizing call center operations (CC 101 – the things anyone needs to know)
- Boosting customer satisfaction and loyalty
- Driving strategic value and harnessing the voice of the customer
Key topics include unique management challenges, metrics, the emerging multi-channel environment and the changing nature of customer expectations. The session is appropriate for those new to contact centers and veterans alike, and leads to a high level of discussion around improvement opportunities and leading industry practices.
How Every Organization Must Evolve – to Serve Today’s Always-On Customers
We are witnessing – daily, literally before our eyes – the emergence of the most powerful customer movement in history. Evolving customer expectations and fundamental changes in communications and service delivery are leaving no organization untouched. Good customer service experiences turn into positive word of mouth that attracts market share, strengthens brands, and boosts business results. Bad experiences – even if they are one in many thousands of interactions from an internal perspective – are quickly and negatively reflected in ratings, blogs and tweets, and through a multitude of social networks. As a result, customer service operations – really, entire organizations – are undergoing enormous change and development. Some of these efforts are paying off handsomely, while others are leading to costly dead ends. What do you need to do to get it right? How do you get the organization on board? What steps can you take now to position your organization to thrive in the days ahead?
Join the Conversation! How to Incorporate Social Media into Customer Service Operations
Customer expectations are changing rapidly, as social media, mobile communications, and broadband services become pervasive. How do you become part of the conversation? How are the best organizations upgrading their strategies and operations to successfully tackle this opportunity? Who owns these efforts? Who handles the workload? How do performance objectives change? What priorities are most important in this evolution? Join Brad Cleveland as he lays out a road map for meeting this challenge – and positioning your organization to serve the emerging social customer.
Customer Service is the New Killer App!
Engaging today’s always-on, über-networked customers presents enormous opportunity for organizations that harness the full potential of social tools by combining contact center capabilities with the data- and sentiment-rich environment of peer communities. When real customer service is present, focused and operationalized in the dynamic social media environment – and backed by the organization – it creates powerful experiences that lead to extraordinary loyalty, exponential brand growth, and above-market business results. Join Brad Cleveland as he reveals the secrets to delivering social customer service that enables your organization thrive!
Thriving – by Helping Your Clients Thrive in the New Era of Communications
(Special session for vendors and consultants who serve the customer service field)
We are witnessing – daily, literally before our eyes – the emergence of a powerful new era in communications. The confluence of economic factors, cultural developments, and the rapid rise of social media and other communications technologies has fueled fundamental changes that are leaving no organization untouched. As a result, internal and customer-facing communication services in client organizations are undergoing their most significant “upgrade” ever – encompassing people, processes, technologies, and strategy. In this inspiring and practical keynote, Brad will summarize the opportunities these developments are bringing to vendors and consultants. He’ll outline steps you must take to help your clients survive and thrive in today’s fast-changing environment.
Other keynote topics include:
- Understanding Today’s Powerful Consumer Movement… and What it Means to Your Organization
- Shaping Your Customer Access Strategy for a New Era
- Traits of the Best Managed Contact Centers
- What Senior Level Managers Must Know About Service Delivery in Today’s Economy
- Executive Briefing: What the Best Organizations Do Best