Succeeding In The Anywhere, Any Way, Any Time World

TUESDAY, JULY 30, 2013

11:00AM PT / 2:00PM ET

Once upon a time, customer experience management was simpler: You got an 800 number and waited for the phone to ring.

Now, not so much.

The skills and technologies required for today's multi-channel, multiformat, multi-device world demands a new definition for "customer experience management." It's not enough to sit and wait for customers to call, and hope you have the resources available to answer their questions. You must anticipate, plan and equip yourselves for the best customer contact there can be.

To engage the modern Web user, you must speak to them directly, meaning delivering personalized and targeted content at the right time, through the right device.

Most customer contact comes through your Web presence -- that's apparent. So optimizing your Web content management plan makes sense. It is not easy. But there are solutions.

Expect to walk away knowing the following:

How to deliver a consistent experience across all online digital channels
Understanding your users and their behavior for proper engagement
How to engage your customer at different stages with targeted content to increase conversion and customer loyalty
How a Web content and experience management solution can effectively target content by knowing how, when, and where to serve any given user

Audio is streamed over the Internet, so turn up your computer speakers!

MODERATOR