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    Voice of the Customer Transcripts


    • Building Online Financial Communities with Matt Wilcox
      Discuss the importance of developing a well-defined strategy for various social media tactics to ensure your customers will actually want to engage with your brand. Why would people want to be friends with their bank online?

    • Customer Experience Before Social Care with Carol Borghesi
      For the past three years, 90% of executives have said that customer experience is very important or critical to their business (Forrester)—yet 8 out of 10 companies make decisions based on something other than customer needs.

    • Driving Social Support Through Influencer Engagement with Toby Richards
      Companies all want to deepen relationships with their customers. Find out how the concept of social support can help redefine the conversation with your customers – and how harnessing the power of key influencers as part of this dialogue can help customers see you as a trusted advisor.

    • Future of Service and Support Models with Jeff Russakow
      Given the massive proliferation of endpoint devices and high bandwidth computing, the growth of personal and public cloud architectures, steeply declining hardware and software economics, the convergence of consumer and enterprise computing, and increasing product complexity and interoperability challenges, how must service models and service providers change in order to adapt?

    • Service Leaders Speak out!
      A rare opportunity.... we have gathered some of the most impressive minds in “Service Leadership” and "Customer Experience"…Mark your calendar for Friday February 3rd 12:00pm 1:00pm EST as we bring the 2012 Advisory Board on “Voice of the Customer Radio” Ask your questions first hand of industry leading service experts who are driving customer experience across an intergrated and enterprise wide strategy. What is working, not working, etc. . Advisory Board Includes: Jeannie Diefenderfer - SVP Global Enterprise Customer Care - Verizon John Bowen – SVP Enterprise Customer Care – Time Warner Cable Carol Borghesi – SVP Customers First Culture – TELUS Jim Moloney – General Director, Customer and Relationship Services – General Motors David Thornton – SVP Business Operations – Bank of America Kathry McGavick – Corporate Vice President Customer Support – Coinstar/Redbox Jeff Russakow – EVP Customner Advocacy - Yahoo The Advisory Board will be discussing details of both the upcoming Customer Response Summit4 in Austin (May 9th-11th, 2012) and providing critical perspectives of customer service solutions facing corporate America.

    • Social Media Support Channel with John Bowden
      We explore how companies are using social media in the form of social networking as well as the popular forums (Facebook and Twitter) to enable customers to design their support experience. We cover current trends and give our thoughts on the future. We also explore the various means companies use to manage the experience through contact center metrics.