Fonolo

JANUARY 16, 2019

VPs & Directors of Customer Experience. Thomas is founder and CEO of award-winning Expivia, a USA BPO omni-channel contact center located in Pennsylvania. He has 25 years of experience in all facets of contact center operations. Director of Customer Experience. The Panelists. Thomas Laird. Jeremy Watkin.

Contact Center 85

Contact Center Social Media AI Education 85

Taylor Reach Group

JANUARY 21, 2019

Prior to relocating to Washington, DC, Rosetta was appointed Chief Customer Service Officer for 5th largest city in the U.S., Philadelphia, Pennsylvania and launched the internationally renowned and multi-awarded Philly311 Contact Center Operations. Media Contact: For more information on The Taylor Reach Group, Inc.

Contact Center 70

Contact Center Artificial Intelligence Government Innovation 70

Fonolo

JANUARY 24, 2019

Secondly, in recent years there has been a growth in “reshoring”: Call centers are returning to North America, a trend driven by several factors including low wage inflation and an increased focus on customer experience. VPs & Directors of Customer Experience. Director of Customer Experience.

Artificial Intelligence 62

Artificial Intelligence Contact Center Social Media Education 62

Fonolo

JANUARY 29, 2019

With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-powered self-service; it is easy to overlook the importance that the call center plays in the customer experience. Call backs anyone?

Contact Center 85

Contact Center Omnichannel Entertainment Social Media 85

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM CRM Customer Relationship Management VOC 84

Fonolo

FEBRUARY 26, 2019

In case you aren’t familiar with the concept of positive psychology, here’s an abbreviated definition from the Positive Psychology Center at the University of Pennsylvania: Positive psychology is the scientific study of the strengths that enable individuals and communities to thrive. VPs & Directors of Customer Experience.

Customer Service 77

Customer Service Contact Center Education Technology 77

Fonolo

JANUARY 30, 2019

VPs & Directors of Customer Experience. Thomas is founder and CEO of award-winning Expivia, a USA BPO omni-channel contact center located in Pennsylvania. He has 25 years of experience in all facets of contact center operations. Director of Customer Experience. The Panelists. Thomas Laird. Jeremy Watkin.

Contact Center 57

Contact Center Social Media Education Innovation 57