Multi-Channel Mayhem: Tapping the Customer Experience for Competitive Advantage
Now Available On-Demand
Today your brand isn’t what you say it is, it’s what your customers say it
is. And, because your customer is now interacting with your brand across
multiple-channels, your brand is becoming the customer experience.
In our hyper-networked marketplace, there are more customer channels and touch
points to manage and keep in synch than ever before, creating new challenges in
managing the customer experience. With the advances in technology and wider
spread use of customer analytics, exactly how far have businesses come in
harnessing the information to provide customers with an “exceptional” experience
across channels?
SAS, PRG and Jubelirer Research have come together to study the current state of
multi-channel customer experience management. Through both qualitative and
quantitative research with senior execs from Fortune 500 companies, we have
uncovered what is working, what is broken and what priorities need to be
established in order to build more profitable and mutually-valuable experiences
with customers.
Join our experts……….
• Dr. Martha Rogers; Founding Partner Peppers & Rogers Group
• Jeff Gilleland; Global Strategist, SAS
• Jim Jubelirer: Vice President and Senior Consultant, Harris
Interactive (formerly, Jubelirer Research)
……as they share findings from this ground-breaking research, including:
• Understanding how the pressure for short-term results, impacts the ability to
implement long-term strategies
• Realizing there is a significant gap between Customer Experience Management
goals and capabilities
• Determining how small changes in strategy can yield a significant upside in
business results
• Uncovering how culture plays a key role in the success of any customer-facing
initiative
• Much more……..
Following the webcast, we will share how you can receive a copy of this research
report (no registration required), “The Customer Experience Maturity Monitor:
2008”. This report details the trials & trends, and provides a benchmark for
companies to measure where they stand in the race for a world class customer
experience. In this study, we introduce five levels of maturity ranging from
“Limited Capability” to “Experiential Master” and explore what it takes to move
from the base of the continuum to the peak.
We hope you join us for this informative video discussion!
About the Speakers
Martha
Rogers, PhD, Founding Partner, Peppers & Rogers Group
Recognized for well over a decade as one of the leading authorities on
customer-focused relationship management strategies, Dr. Martha Rogers is an
acclaimed author, business strategist and a founding partner of Peppers & Rogers
Group, the world’s premier customer-centered consultancy.
Martha’s counsel and insight are regularly sought by Fortune 500 and Blue Chip
executives. Her experience in documenting customer value and her expertise in
applying “out of the box” thinking makes her equally popular among the global
media, engagement planners, event organizers, as well as corporate and
association leaders who are eager to learn more about customer-centric concepts
and methodologies.
Dr. Rogers began her professional career as a copywriter and advertising
executive, and earned her Ph.D. at the University of Tennessee as a Bickel
fellow. At Peppers & Rogers Group, Dr. Rogers led several large
subscription-based research studies focusing on particular aspects of CRM. She
serves on the Board of Directors for ClickSquared and eGlue.
Jeff
Gilleland, Global Strategist, SAS Customer Intelligence Solutions
Jeff Gilleland has over 25 years of experience in building profitable customer
franchises for Fortune 500 companies. He has held senior marketing positions
within the consumer-packaged-goods, financial services, and technology
industries. Applying his experience in “1-to-1” and “classical” marketing, he
offers an informed view on how to build organizational capabilities that enable
knowledge-based strategies to increase customer affinity and profitability.
Before joining SAS in 2002, Gilleland was responsible for leading the
development of legacy Wachovia's CRM strategy, which is regarded as a "best
practice" in the financial services industry. Prior to Wachovia, Gilleland held
executive marketing positions at RJR/Nabisco and Kayser-Roth Corporation, where
he was responsible for building growth strategies based on customer knowledge
for some of the largest consumer brands in the world.
Jim
Jubelirer, Vice President and Senior Consultant, Harris Interactive Loyalty
Jim Jubelirer’s specialty is designing and implementing customer loyalty
measurement programs that bring “the voice of the customer” into organizations
that are facing complex competitive challenges. Prior to joining Harris
Interactive, Jim spent 14 years at Burke, Inc. in both business development and
consulting roles for their loyalty research activity. During his time, Jim also
led the development of new products and services, including the implementation
of web-based online reporting: and the creation of new intellectual property
about how to maximize the value of customer feedback by linking to goal-setting
and compensation.
Jim started his career after business school at Digital Equipment Corporation
(DEC) and also spent 4 years teaching executive education seminars using
computer simulation exercises. In that capacity, he served on the faculty of the
Management Development Institute at General Electric in Crotonville, NY.
.jpg)
