PHOENIX, AZ. June 20, 2016 – Chad McDaniel, President of Execs In The Know, will be moderating the webinar, “The Digital Tipping Point: Balancing Digital Self-Service and the Human Touch With Knowledge.” The webinar, taking place Tuesday, June 21st, 2016 from 1:00-2:00 ET will be an interactive Q/A style featuring guest speaker, Forrester’s Kate Leggett, and Kelly Koelliker of Verint. The pair will be discussing the increasing importance of digital self-service knowledge and the trends driving customer expectations for service.
The one hour session will take a deeper look at how actionable knowledge management can address the increasing need for self-service, while support the need for traditional channels when self-service is not enough. The following key highlights will be shared:
– Trends impacting effective customer engagement and self-service
– The 3 E’s of customer experience: Effectiveness, Ease, and Emotion
– Best practices for creating actionable knowledge
– The digital tipping point and how to balance self-service and the human touch
“Findings from our recent CXMB Corporate Report show that 63% feel their company is beginning to divert focus away from traditional avenues of assistance into autonomous (self-help) options,” said Chad McDaniel. “While it’s crucial to still offer traditional channels, it’s becoming increasingly important to not only offer self-service, but to optimize it the right way.”
To register for the webinar visit https://attendee.gotowebinar.com/register/9146439583075979009. Continue reading