Speaker: Jim Davies
Location: Westin Kierland - Kierland Ballroom 1
Session Type: Track Session

With customer satisfaction levels no higher than a decade ago, few organizations can claim to have improved the customer experience much despite the billions of CRM software license dollars invested. This challenge is not getting easier with time. Contact centers are currently under increased pressure to cut costs, but this activity is usually detrimental to the customer experience. In addition, the next generation of Web-native customers have high expectations of what is an acceptable Web experience and, as a result, most organizations need to undergo a Web technology-refresh exercise. Overall, implementation success requires investment in technologies that both meet operational needs and enhance the customer experience. Session Takeaways: 1) A logical approach to technology selection that balances operational needs with the customer experience. 2) A holistic assessment of how to understand the actual experience given to customers.