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On Demand Webinar

The New Driving Forces Behind a Great Employee and Customer Experience

Customer experience has surpassed both price and product as a key brand differentiator. Between the “Great Resignation” taking place internally, and heightened expectations externally around exceptional customer experience, businesses are at a critical inflection point and are reevaluating the elevated role knowledge plays for both. A more distributed, collaborative, and empowering approach is required to cultivate a better employee experience, which directly drives a better customer experience.

In this session, Emma Galdo, director of Customer Success at Bloomfire, and John Ragsdale, distinguished researcher and vice president of Technology Ecosystems at TSIA, will discuss market trends shaping what’s needed to create empowered employees and best practices for connecting people, technologies, and processes to deliver exceptional customer experiences at scale.

This interactive discussion will cover topics including:

  • Optimizing the hybrid workplace: Enabling seamless access to knowledge and information, regardless of an employee’s physical work location.
  • Making customer knowledge accessible: Employees must be empowered to find, share, and use customer insights in real time, enabling them to deliver personalized solutions that meet or exceed customer expectations.
  • Prioritizing cross-functional collaboration: When all employees have a shared view of CX goals and a holistic view of the customer, they are better prepared to collaborate across teams and deliver a human-centric customer experience.
  • Beyond the knowledgebase: Strategies to introducing a modernized approach to knowledge discovery and delivery across respositories and content types.

 

Presented By:

John Ragsdale

Distinguished Researcher, VP Technology Ecosystems, TSIA

Emma Galdo

Director of Customer Success, Bloomfire

Publish Date: March 17, 2022