Mouyyad Abdulhadi, Head of Consumer Practices at Santander Bank, offered insights into what it takes to develop a successful digital customer experience program during his keynote presentation to Argyle's CX membership at the 2018 Customer Experience Leadership Forum in Dallas on Feb. 7.
Stephen Fioretti, Vice President of Product Management at Oracle, discussed what it takes for today's organizations to keep pace with customer expectations in his presentation to Argyle's CX membership at the 2017 Customer Experience Leadership Forum in San Francisco on December 14.
Katie Manly, Global Marketing Strategy Consultant, Mapp, discussed what it takes to deliver an unprecedented customer experience (CX) in her presentation to Argyle's CMO membership at the 2016 Leadership in Digital Marketing Forum in Boston on Dec. 8.
Matthew Sweezey, Principal, Marketing Insights, Salesforce Marketing Cloud, discussed the key differences between a high-performing organization and an underperforming organization during his presentation to Argyle's CMO membership at the 2016 Chief Marketing Officer Leadership Forum in Atlanta on May 26.
What does it take to deliver an exceptional omni-channel customer experience? Gaurav Bhatia, Vice President, Digital Strategy, AARP, discussed the importance of digital in the omni-channel customer experience in his keynote address to Argyle's E-Commerce membership at the 2016 Leadership in E-Commerce Forum on May 24 in Dallas.
Yaron Wilf, Vice President, GTM Customer Success, Accenture, explored the omni-channel experience and how organizations can build customer loyalty through multiple channels during his presentation to Argyle's Customer Care membership at the 2016 Customer Care Leadership Forum in Chicago on May 4.
"The first thing that I need to do if I’m going to build this omni-channel approach and I’m going to manage all of these different channels is I have to make sure that my knowledge is solid. There are various tools out there around knowledge. The knowledge can be strewn across many places."
"The objective is to encourage people to switch between channels. If you have them in the physical store and you can encourage them to share socially or switch out things that may not be available in the physical store but you can switch them out online and look at different color options, then that’s a win-win because you have them engaged."
"As you put more power in the hands of the consumer, the consumers are actually taking the time to do a lot of research on their own before they engage you ... The traditional model of training for your agents has to change, understanding that your consumer’s coming into that engagement informed much more than they were before."