Emerging Strategies for Driving More Profitable Customer Relationships
2013 Webinar Series – Time with the Experts
Emerging Strategies for Driving More Profitable Relationships
What to Expect Today
Introduction
How to acquire, retain, and cultivate more profitable, sustaining customer relationships
Q & A
Meet the Speakers
Brian VellmureCustomer Experience Thought Leader
Anna ConveryEVP, Strategy
OpenSpan
Emerging Strategies for Driving More Profitable Customer Relationships
Brian Vellmure
innovantage
@BrianVellmurehttp://
www.brianvellmure.com
@BrianVellmure
Increased Digital Connectedness
http://www.brianvellmure.com
Merging of Physical and
Digital Worlds
@BrianVellmurehttp://
www.brianvellmure.com
Access
@BrianVellmurehttp://
www.brianvellmure.com
Speed
@BrianVellmurehttp://
www.brianvellmure.com
@BrianVellmurehttp://
www.brianvellmure.com
Fragmented Attention
@BrianVellmurehttp://
www.brianvellmure.com
Customers want the same things
they always have
There is a narrowing window of time to capture attention and offer a compelling value
proposition
@BrianVellmurehttp://
www.brianvellmure.com
Customer Experience:
The last bastion of
competitive advantage?
@BrianVellmurehttp://
www.brianvellmure.com
Customer journeys are not
linear but dynamic.
Distributed across channels
in different patterns
@BrianVellmurehttp://
www.brianvellmure.com
Customers increasingly prefer self-
service
@BrianVellmurehttp://
www.brianvellmure.com
Source: IBM 2013 Global C-Suite Study
@BrianVellmurehttp://
www.brianvellmure.com
Moving from Reactive > Proactive > Predictive
@BrianVellmurehttp://
www.brianvellmure.com
Evolving Role of Humans in the Contact
Center
@BrianVellmurehttp://
www.brianvellmure.com
A new canvas for
Value Creation
@BrianVellmurehttp://
www.brianvellmure.com
Capture, Merge, Analyze broader, more
unstructured data sets.
@BrianVellmure http://www.brianvellmure.com
Translate data into insights
@BrianVellmurehttp://
www.brianvellmure.com
@BrianVellmure http://www.brianvellmure.comBrian Vellmure
Leverage insights for automated
recommendations for customers and
employees
© 2006-2013 by OpenSpan, Inc. All rights reserved.
© 2006-2013 by OpenSpan, Inc. All rights reserved.
Your Customer Service Representatives
Key to a profitable customer relationship …
Key to a profitable customer relationship …
Intelligence
© 2006-2013 by OpenSpan, Inc. All rights reserved.
Q & A
www.openspan.com
Join the OpenSpan conversation!
Contact Us!
US/Canada: +1 (678) 527-5400, (877) 733-1136UK: +44 (0) 207 043 3573India: +91 80 40300 780
