Building Customer Loyalty at Every Touch Point

Customer Retention Summit - Online

Customer Management IQ's free online event uncovers unrivaled opportunities for attracting and retaining customers throughout the lifecycle

Meet your Speakers

Click on a photo to view their bio
 
  • Kelly Burke
  • Michael Adams
  • Sean Albertson
  • Zac Robinson
  • Joe Gallagher
  • Susan Terry
  • Becky Carroll

Dear Customer Management Professional,

Welcome to the inaugural Customer Retention Summit, presented by Customer Management IQ, who introduced the world to the record-setting Social Media for Customer Management Summit and Call Center Success Summit!

There is no escaping all the hype about new customer experience strategies, technologies and “best practices.”  You constantly hear about which metrics you should measure.  You are relentlessly urged to consider the trendy new channels for engaging customers.  Observers never relent in telling you how best to engage your agents to transform them into the best possible brand ambassadors.

All of these lessons are important, but only insofar as they can address a central question:  how are they coming together to boost customer loyalty and grow your business?

In an effort to escape all the superfluous hype and put the focus squarely on the pivotal challenge of building customer loyalty, Customer Management IQ is proud to announce the Customer Retention Summit, a completely-free online event that will link you to the foremost thought leaders in customer experience.  Learn how leading organizations are silencing buzzwords and focusing on the strategies and technologies that truly produce customer loyalty.

Even if you had a spare $3000 lying around, not to mention a hefty travel budget, you would be hard-pressed to find a customer retention program as stacked as this one when it comes to quality content, exclusive case studies and high-level speakers.  And we’re giving it to you COMPLETELY FREE and from the comfort of your own computer screen!

So do not hesitate!  Spaces are limited, so register now and then save the date of August 30, 2012 for this live, online summit.

And even if you cannot join us on August 30, you will still want to register—for a limited time, all who register for this event will receive FREE access to view the sessions “on demand” following the live broadcast on the 30th.

See you then,
Brian Cantor and the Customer Management IQ Team





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Event Highlights



Getting to Know Customer Management IQ’s 2012 Customer Retention Summit



WHO:

This event is ideal for C-level management, vice presidents, directors, managers and strategists focused on the following areas:  customer service, customer care, customer experience, customer retention, call centers, contact centers, customer relationship management, customer loyalty, customer engagement, social media, marketing, operations, IT, management consulting, brand consulting.


WHAT:

This comprehensive online summit will enable you to explore proven case studies and revolutionary new strategies for achieving unprecedented customer loyalty in a multi-channel world.  Learn how you can leverage technology, agent engagement, customer experience strategies and innovative metrics to build an unbreakable relationship with your customer at each and every touch point….at all stages of the customer lifecycle.  The quest for heightening your customer retention levels impacts your call center, customer service, marketing, social and general business strategies, and this event takes all of that into account—it is about actionable practice, not empty hype.


WHERE:

In the comfort of your home or office! No traveling expenses or timing conflicts. This online event takes place by using your computer or laptop!


WHEN:

August 30.  Based on customer feedback and a record-setting response to our “3rd Social Media for Customer Management Summit,” we have decided to jampack our series of invaluable content, never-before-heard case studies and actionable insights into a single day, greatly minimizing the time commitment and greatly limiting the "time to live" for turning the conference insights into business results!

Is August 30 a conflict?  Do not worry -- all sessions are recorded and made available for registered users within 2 business days. 


WHY:

Too many media, coaches and businesses are focusing on the organizational side of the customer experience.  They focus on questions like which social media to use and how to motivate call center agents, which, while important, only make for an incomplete picture.  If our ultimate goal is to boost our satisfaction and loyalty, and therefore attract and retain the customers who are necessary to the growth of our business, we need to build our strategies around THAT focus.  This event aims to put an end to the shallow “what ifs” and “wouldn’t it be nices” and simply reveal HOW to get it done.


HOW:

Register for free—NOW!  Then, on August 30, you will receive an email containing full instructions on accessing the live summit console, which will enable you to view the slides, hear the presentation and ask questions directly to the speakers!

And, if you register, you will also receive instructions on how to view the sessions on demand following the live run.



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Agenda



Available
Now
Retaining Your Customers...Your Business Depends On It
Kelly Burke
Michael Adams

Why do people ride Space Mountain at Disney? It's for the experience – not necessarily the ride. Think of top name service brands. How do they create the top brand? What's the magic behind the curtain? While there's no "silver bullet," customer experience plays a key role.

Understanding customer preference is essential to delivering exceptional customer experience. How do you identify preferences and continually adapt to shifts in technology and customer demographics? This case study from FirstMerit Bank and Aspect will share how you can strategically and tactically enhance service delivery and customer retention as well as industry trends that support the value of customer experience and proactive engagement.

Join this interactive session to discuss the role the ‘constructed service experience’ plays in retaining customers, including:

  • Customizing the experience and constructing the elements of an experience with emotional ties
  • Translating satisfaction scores into increased retention, higher net promoter and additional revenue
  • Managing the lifecycle of the customer from new customer onboarding through proactive customer retention
  • Leveraging inbound and outbound strategies as well as cross channel experience
Panelists:
Kelly Burke, Senior Product Manager, Aspect
Michael Adams, Senior Vice President and Director, Customer Contact Center, FirstMerit Bank


 

Available
Now
Proactive Customer Care: Raising the Bar to Successfully Serve the “Connected Customer”
Sean Albertson
Zac Robinson

Proactively addressing potential customer service issues via automated self-service technology – such as IVR and SMS/text – is quickly becoming the new standard in serving today’s “connected customer”. Organizations that adopt this new philosophy not only enhance the customer service experience, but increasingly secure long-term profitable relationships in marketplaces where competitors eagerly await prospective customers to churn.

Join CSG International and ViaSat to discover how Proactive Customer Care (PCC) solutions are rising to the challenge of servicing the "connected customer" and helping enterprises position themselves – and their customers – for success.

 Topics will include:

  • Case study outcomes from real-world PCC implementations
  • Tips for leveraging PCC solutions to increase revenue, cut operational expenses and secure long-term profitable relationships
  • A framework for identifying potential PCC applications within your customer service processes
  • Guidelines for ensuring that your communications are successfully delivered to your customers
Panelists:
Sean Albertson, Director, Performance & Technology, ViaSat
Zac Robinson, Marketing Manager, CSG International


 

Available
Now
Building Customer Relationships with Every Interaction
Joe Gallagher
Susan Terry
Becky Carroll

Multi-channel customer management strategies are not simply about being accessible in every channel; they are about achieving meaningful customer satisfaction with every interaction.  Today’s customers have a host of options for interfacing with brands, but no matter which one they choose, they expect a level of care that goes beyond transactional “support” in favor of insightful, two-way conversations that develop customer-centric relationships.  Are you equipped to build these relationships, whether they take place in a mobile, social or traditional call center channel?  This panel explores the strategies, platforms, technologies and measurements needed to unlock lasting customer loyalty from each and every customer interaction.

Topics will include:

  • Insights:  What solutions exist for learning about your customers and assuring your multi-channel strategy serves them the way they want to be served?
  • Agent Empowerment:  Are you arming your agents with the knowledge and tools to serve as gateways—rather than roadblocks—to an elite customer experience?
  • Channel Consciousness:  Do you tailor your customer experience strategy to capitalize on the specific intricacies across all customer contact channels?
  • Proactive Communications:  Are you building customer relationships through your multi-channel touch points by messaging them long before they call, text or Tweet with a specific customer service inquiry?
Panelists:
Joe Gallagher, Senior Director, Client Management, SoundBite Communications
Susan Terry, Global Sales Director, Aurix, an Avaya Company
Becky Carroll, Author, The Hidden Power of Your Customers


 





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Each license is for a term of six (6) months, beginning on the date on which the online event starts, unless another term is specified in the booking confirmation. Access to the event (i) is restricted by IP address to one user per registration; (ii) is intended only for each registrant's individual use; and (iii) may not be shared with other persons or entities, either internally or externally. Should the client attempt to exceed the scope of the license, the client acknowledges that IQPC reserves the right to any course of action up to and including the invoicing the client for non-authorized access and seeking of damages against the Client.

About The Organizer

Customer Management IQ, a division of IQPC, is the premier online community for professionals in call center management, customer experience management, brand management and new media strategy.  An independent resource not driven by a vendor or consultancy, CMIQ provides best practices, exclusive case studies, proprietary research and high-level news and analysis for professionals focused on delivering for their B2B or B2C customers.

CMIQ produces the world's leading customer management conferences, including Call Center Week, Call Center Week Presents The Summit and the Customer Experience Summit.  It also created the Social Media for Customer Management Summit, which is one of the world's most popular online event franchises.

Check out our new CustomerManagementIQ.com website for exclusive articles and research on customer experience, call center and marketing challenges.  While there, don't forget to check out Brian Cantor's "Customer Creation" podcast series and our round of exclusive, case study videos and presentations with some of the foremost customer management leaders and elite Fortune 500 companies.

Whether the Retention Summit is your first interaction with CustomerManagementIQ or the latest in a long relationship, you'll want to check out CustomerManagementIQ for tons of new, valuable updates every week.

















Want access to a global audience?
Watch to see why leading companies are using
online events to demonstrate thought leadership
in the eyes of a global prospect base.



For more information call 212.885.2684
or email us: brian.cantor@iqpc.com

Kelly Burke

Aspect

As senior product manager, Kelly Burke brings more than 20 years of experience in the contact center industry to Aspect. She is responsible for defining major new product capabilities for the company’s Aspect® Unified IP® interaction management solution, including enterprise workflow routing, unified communications-enabled agent desktop, business analytics solutions, and proactive contact for improved customer experience and relationship management. In addition, Kelly is focused on developing strategies for tightly integrating unified communications and collaboration technologies that drive increased agent efficiencies and autonomy for next generation contact center environments. Kelly’s primary responsibilities focus on deliverables associated with the customer service and multi-channel communications across Aspect’s complete line of interaction management contact center product lines, such as customer requirements, research and development traceability, production rollout, product specifications, white papers, and sales tools. She provides extensive product expertise, future direction and day-to-day leadership for cross-functional programs and initiatives. Kelly has held several other strategic roles with the company, including senior solutions architect, where she was responsible for researching, authoring and managing product requirements for contact center solution components, and architectural liaison to global marketing, engineering, product line management, and key delivery groups across the business. Prior to joining Aspect, Kelly was a software engineer with Bell Laboratories where she developed documentation automation tools. She was also a software engineer at Ericsson Network Systems with responsibility for developing system software for the AXE switching system solution.

Speaking on: Retaining Your Customers...Your Business Depends On It

 

Michael Adams

FirstMerit Bank

Michael Adams is currently Senior Vice President and Director – Customer Contact Center at FirstMerit Bank, Akron, OH. A senior contact center and operations executive with 19 years of experience at M&T Bank, Bank of America, Citizens Bank, AmTrust / Ohio Savings Bank, New York Community Bancorp, and FirstMerit he brings a depth and breadth of call center leadership particularly in the area of cost to profit center conversions. He has a background in financial services and deep demonstrated experience in building high performing teams, gaining efficiencies, and consolidating operations. A dynamic change leader with strong communication, coaching, and problem solving skills, Adams has a proven track record in creating vision, shaping strategy, and energizing people to achieve dramatically better bottom line results. A native of upstate NY, Adams currently resides in Akron, OH with his two dogs Abbey & Paco.

Speaking on: Retaining Your Customers...Your Business Depends On It

 

Sean Albertson

ViaSat

Sean Albertson is the Director of Performance & Technology for ViaSat. He directs the division responsible for key technology deliverables such as IVR, agent desktop solutions and eCare. Additionally, Mr. Albertson directs Customer Experience and Voice of the Customer initiatives at ViaSat to drive projects aimed at increasing customer satisfaction and enhancing customer communication channels. Mr. Albertson has spent the last 16 years directing customer service departments at the highest levels in the areas of call center management, training, quality, reporting, finance and technology development. Prior to ViaSat, Mr. Albertson worked for T-Mobile and Columbia Funds Services, Inc. He received his M.S. in Finance and the University of Colorado at Denver and his B.B.A. in Management and Marketing from Baylor University.

Speaking on: Proactive Customer Care: Raising the Bar to Successfully Serve the “Connected Customer”

 

Zac Robinson

CSG International

Zac Robinson directs the Solution Marketing practice for CSG’s Interactive Messaging (IM) division which provides cloud-based Customer Interaction Management and Virtual Contact Center Infrastructure solutions. Working closely with industry media and key influencers, as well as product management, account management, sales and solution engineering teams within CSG, Mr. Robinson guides CSG-IM’s initiatives to drive market awareness and business demand with organizations interested in deploying complex customer interaction solutions in a cloud-based model. A proud “Digital Native” with nearly a decade of experience in the Customer Service Technology marketplace, Mr. Robinson exudes a genuine passion for assisting enterprises to deliver world-class customer service through an optimal blend of technology and agent-led interactions.

Speaking on: Proactive Customer Care: Raising the Bar to Successfully Serve the “Connected Customer”

 

Joe Gallagher

SoundBite Communications

Joe is the Senior Director in Client Management working with clients to optimize the use of SoundBite’s multi-channel platform. Joe works closely with Customer Care, Risk Management and Marketing teams to design customer contact strategies, implement best practices and deploy a wide range of proactive communication programs. Joe has over 20 years experience in the telecommunications industry with a focus on Customer Acquisition, Retention, and Fraud Management. Prior to joining SoundBite, Joe held a range of positions with companies such as Subex Technologies, eFunds, Lightbridge and Southwestern Bell Mobile Systems.

Speaking on: Building Customer Relationships with Every Interaction

 

Susan Terry

Aurix, an Avaya Company

Susan is the sales and go-to market lead for Aurix, responsible for channels and direct end-user engagements globally. Susan comes to Aurix with a strong history of leading product management and strategic market development initiatives for transformational technologies across many industries. Most recently she was responsible for the product integration and go-to-market strategy for one of Aurix’s Speech Analytics OEM partners.

Speaking on: Building Customer Relationships with Every Interaction

 

Becky Carroll

The Hidden Power of Your Customers

Becky Carroll is the author of The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers (Wiley, 2011). She is also the founder of Petra Consulting Group, a consultancy focused on social media and customer loyalty. Her client roster includes several Fortune 100 companies such as Electronic Arts, HP, Fujitsu, and Ford. In her most recent role, she was the Community Program Manager and social media strategist for Verizon. In addition, Becky is the Social Media Contributor for NBC/TV San Diego. She teaches the “Marketing via Social Media” class at UC San Diego and is the author of top customer service blog Customers Rock! (http://customersrock.net).

Speaking on: Building Customer Relationships with Every Interaction