Conference Presentation

Pre-Conference Keynote: Creating a Converged Online Customer Engagement Strategy

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Spending on customer portals is at an all-time high, with the majority of TSIA members either adding features or completely overhauling their portal design and infrastructure. But today’s customer portal is much more than a self-service tool. Growing interest in customer success and expand selling initiatives is serving as a catalyst to move beyond the traditional definition of a customer portal and create a converged experience for customers that includes product help, customer success dashboards, education and learning management components, as well as upsell and cross-sell elements. In this session, hear trends relating to customer portals based on TSIA strategic services projects and operational best practice audits, and learn how to incorporate capabilities across customer support, field service, professional services, managed services, education services and expand selling to create a converged online customer engagement strategy.

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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