ATLANTA--(EON: Enhanced Online News)--OpenSpan Inc., a provider of innovative worker optimization, activity management and automation solutions, today announced that customer experience transformist, Bruce Temkin, will be discussing the latest industry trends and techniques for increasing customer satisfaction metrics and NPS scores during an OpenSpan-sponsored webinar on October 17, 2013 at 11:30 a.m. EDT / 4:30 p.m. GMT. The webinar, titled “The Customer Experience Imperative: A Contact Center Leader's Boot Camp for Surviving in the New Economy,” is a part of the OpenSpan “Talk with the Experts” series, aimed to guide organizations on evolving the service desktop – where all customer transactions take place – into a more strategic, data-rich interface.
“Companies have to decide how they are going to compete in today’s hyper-competitive economy. If an organization’s strategy is to drive more business from its existing customers and get those customers to bring in other customers, then they really have to focus on customer experience”
Providing a first class customer experience is key to driving new revenue growth and attaining, growing and retaining customers. In this boot camp discussion, Bruce Temkin and OpenSpan Executive Vice President Anna Convery will tackle the newest customer service challenges across industries and how organizations are embracing change to cultivate thriving environments where customer experience is the dominating driver.
“Companies have to decide how they are going to compete in today’s hyper-competitive economy. If an organization’s strategy is to drive more business from its existing customers and get those customers to bring in other customers, then they really have to focus on customer experience,” said Bruce Temkin, managing partner of Temkin Group. “There is a fundamental connection between customer experience and customer loyalty. In this webinar, we will discuss how analyzing and improving the customer experience will drive better business results through better engaged, more loyal customers.”
Bruce Temkin is widely viewed as a leading expert in customer experience. His company, Temkin Group, is a customer experience (CX) research and consulting firm that helps many of the world’s largest brands on their transformational journeys towards customer-centricity and building loyalty by engaging the hearts and minds of their customers, employees, and partners. He is also the chair and co-founder of the Customer Experience Professionals Association (CXPA.org) as well as the author of the blog Customer Experience Matters, one of the most popular blogs on customer experience. Prior to Temkin Group, he spent 12 years with Forrester Research where he led the company’s financial services, e-business, and customer experience practices.
“We are very proud to partner with Bruce Temkin on this important and relevant topic,” commented Anna Convery, executive vice president of strategy at OpenSpan. “Bruce is unquestionably a leading researcher and voice on customer experience and OpenSpan develops technology solutions that turn many of his principles into reality.”
To register for the webinar, visit: http://www.openspan.com/resources/webinars/wr-the-customer-experience-imperative-a- contact-center-leader.php.
OpenSpan is a provider of desktop automation and desktop analytics solutions that improve performance, drive revenue and increase efficiencies in contact center, back office and retail storefront environments. Desktop automation enables companies to deliver a Better Way to Work for its employees by streamlining workflows between disparate systems, and simplifies the workflow for agents interacting with customers. Desktop analytics deliver a Better Way to Manage, providing actionable, real-time activity and performance insight used to make informed decisions about people and technologies. OpenSpan solutions are deployed on more than 300,000 desktops across the world, and are optimizing billions of transactions in the banking and financial services, insurance, telecommunications, retail and technology industries. For more information, visit www.openspan.com.