Contact Center Solutions Featured Article

CX Hot Trends Symposium to Offer Tips on How to Embrace Proactive Customer Care

April 17, 2014

Technologies like analytics and mobile customer care applications are enabling companies to make sure customers have the information they need, when they need it, even as conditions change. 

So says Sheila McGee-Smith of McGee-Smith Analytics. She will speak on this topic and its relationship to customer care during the “No Call Resolution? Embracing Proactive Customer Care” session from 1:45 to 2:30pm on Wednesday, June 4, at the CX Hot Trends Symposium in Indianapolis.

“What’s unique about the CX Hot Trends Symposium is that it approaches the discussion from a customer experience perspective rather than from a contact center technology one,” says McGee-Smith. “This shift in focus makes this event particularly significant.”

Delivering a positive customer experience is just good business. But ensuring that customers, partners and prospects have positive interactions with – and impressions of – your brand is becoming even more important. That’s because the new connected consumer has more choices of suppliers, more opportunities to use online resources for comparison shopping, and more available venues through which to vent their dissatisfaction if they don’t get what they want when they want it.

To be competitive, organizations today must provide the products, services and support that customers have come to expect – and quickly, as most of us have grown accustomed to immediate gratification in today’s always-connected world. Speaking of connectivity, customers want to connect with businesses based on their own personal preferences. That means organizations need to be ready, willing and able to interface with customers and prospects over any and all communications media, and to do it seamlessly and effectively. And rather than simply pushing out products and messaging to the masses, customers want solutions and service that cater to their individual needs and preferences.

“The world has become an increasingly competitive place, and there are so many products and services out there that it’s critical organizations distinguish themselves based on their customer service,” says Interactive Intelligence CEO Don Brown.

Edited by Stefania Viscusi