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The last decade in customer service was spent chasing the 360 degree view of the customer. In the meantime, we saw a dramatic growth in the number of interaction channels available to the consumer: voice, IVR, chat, web, social and mobile. Now, it’s the customer demanding a 360 view of the company instead. Providing a consistent experience across multiple touch points is no longer a luxury, it’s a necessity. Today’s customer may start an interaction with your company on the web, continue on the mobile and finish on the voice channel. Every one of those touch points presents a “moment of truth” where you can win or lose your customer.



Attendees will learn:

  • About the importance of delivering a good customer experience
  • How to deliver a consistent experience across multiple touch points
  • Why it’s important to plan your customer journey
  • How to easily get started implementing a consistent customer experience


Who Should Attend?

This event will benefit:

  • Senior Level VPs and Directors who are accountable for strategic planning and alignment
  • Marketers responsible for mobile applications and mobile self service
  • Customer Care Directors or VPs tasked with delivering a consistent customer experience
  • Analysts who want to stay abreast of new contact center technologies
  • CIOs who desire financial improvements from enhanced call center operations
  • CTOs who require integration of call center processes with other internal departments


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