june, 2020

16june11:00 am11:45 amWebinar Week Series: Customer ContactMaintaining the Momentum: A New Way of Doing Business with Your Customers Post COVID-19

Event Details

Transitioning to a New Customer and Organizational Dynamic

Deb Zell
Director, UX/Service Design/Journey Management

Many companies miss clues around how their customers want to do business with them as a result of how their contact options are configured. In some cases, a simple label change can mean the difference between a sale and silence. Participants will learn about real world examples, how to diagnose issues, what to do about them.

Key Take-Aways:

  • ‘Obvious’ contact options may be scaring your customers away; how to identify these situations and what to do about them
  • Different situations may mean different contact preferences from the same customer; we’ll review innovative approaches to helping customers navigate a complex contact architecture
  • How to plan for, and manage, incoming customer contact through channels you may not be expecting customer contact through

Note: The 30-minute presentation will be followed by a 15-minute, interactive, virtual roundtable discussion, exclusively for Customer Engagement Leadership Council members and associate members.



(Tuesday) 11:00 am - 11:45 am EDT

How To Join

The Customer Engagement Leadership Council is accepting applications for membership. Complete the form below and a member of our team will contact you to share more about the incredible value of the Customer Engagement Leadership Council.

Office Location

Frost & Sullivan
7550 1H 10 West, Suite 400
San Antonio, TX 78229-5616 USA