The following is a guest blog written by Ted Hunting, Senior Director, North America Marketing and Global Demand Generation, at Genesys. Learn more about Genesys by visiting their website.
To hear more about this topic and others like it, join us at Customer Response Summit Seattle, September 28-30th, 2015.
Gartner’s CEO has proclaimed that Digital Business is Upon Us. Companies that think they are not digital businesses will be out of business and the companies that will win in this era of digital transformation are those companies that make the most of every business moment. What Gartner is proclaiming is key to every company in every industry is essentially “customer care for the connected consumer” – the key topic of the Customer Response Summit Seattle. It’s also why I encourage customer care and CX leaders to attend what I have found in the past to be an extremely enlightening event, attended by smart, energized customer care executives and luminaries. From speakers, to networking, to innovative new ideas in the “Idea Lab”, it will be a fun few days of learning and “eureka” moments.
As CX and contact center leaders in our companies, we are now squarely in a position to help our companies make the most of every business moment and create the connected customer. The business moment occurs via customers hitting web chat, social channels, webpages, IVRs, mobile apps, text messages, and of course good old fashioned phones and email. These business moments, which historically started with the phone, have now changed 180 degrees with digital being the first and preferred communication channels for today’s connected consumer. Continue reading