Brand Management

Align Your Experience with Your Brand and Your Customers

adaptive, (Dec 4, 2015)

Experience and Brand are One and the Same: Donna shares how to build the principles of your brand into every step of the customer journey to create a...

KEYNOTE: Maximize Satisfaction and Efficiency through Predictive, Pro-active and Self-Serving Customer Support.

Conference Recording, (Nov 27, 2015)

 In the session, hear how to assess your customer landscape to become more personalized and pro-active, and thus meet customer demands: -...

CASE STUDY: Protecting The Customer Experience On Social

Conference Recording, (Nov 27, 2015)

Hear from: Wells Fargo, AVP, Social Care Servicing Manager, Michael Dyogi Proofpoint (Nexgate Division), VP of Product Management, Dan Nadir

KEYNOTE: The Voice of the Customer Case Study: Plug into customer feedback and behaviours to listen, analyze, innovate and respond

Conference Recording, (Nov 27, 2015)

In this session, hear how to use your customer information to maximize relevancy and success in their channel of choice. · Drive new...

KEYNOTE: Achieve seamless, personalized service across all channels

Conference Recording, (Nov 27, 2015)

- Moreover, as brand loyalty continues to decrease, ensure your company truly understands your customer, so that you can consistently deliver...

KEYNOTE: Securing brand affinity through bespoke, and unforgettable, customer service

Conference Recording, (Nov 26, 2015)

In this session, hear how to integrate such service into your day-to-day operations: · Personable and Agile Support: Engage with your...

CASE STUDY: Social Listening - Look through the lens of your customer to increase personalization, and drive both real-time and pro-active service

Conference Recording, (Nov 25, 2015)

Identify, analyze and respond… fast:Rapid customer response drives huge benefits for your brand. Adopt an effective social listening...

CASE STUDY: Using Twitter to transform your customer service (and your business)

Conference Recording, (Nov 25, 2015)

Customer service on Twitter offers brands the opportunity to transform their customer experience and their business. But companies need the right...

CASE STUDY: Customer Service within the Customer Journey - Adopting a cyclical approach to customer experience

Conference Recording, (Nov 25, 2015)

Weaving cross-channel experience into the fabric of your company:Break down departmental silos to encourage collaboration across marketing, PR...

Heighten cross-functional collaboration for a unified, efficient and unrivalled customer experience

Conference Recording, (Nov 25, 2015)

- Be more agile: Tighten your cross-departmental collaboration and accelerate internal communication to achieve real-time customer insight and thus...

Value Driven Impact Measurement: Quantify and communicate the true value of your service strategy

Conference Recording, (Nov 25, 2015)

- Clearly quantify the performance of your contact-center: Success goes way beyond efficiency gains. Derive and communicate measurable value from you...

KEYNOTE: Voice of the Customer Case Study: Using your customer information to maximize relevancy and success in their channel of choice

Conference Recording, (Nov 25, 2015)

In this session, hear how to use your customer information to maximize relevancy and success in their channel of choice. Drive new...

KEYNOTE: Generating a customer-first culture for happier more loyal customers

Conference Recording, (Nov 25, 2015)

As power continues to shift from providers to consumers, putting the customer at the heart of your strategy is more important than ever –...

Case Study: Social Support @Dell - Motivate and empower your staff to deliver meaningful, and unrivaled, customer experiences

Conference Recording, (Nov 25, 2015)

In this session hear how to hire, empower and retain customer-service rock stars. Prompt | Personable | Empowered:Train and motivate your...

CASE STUDY: Infusing social customer care across your organization

Conference Recording, (Nov 25, 2015)

Hear From:  Lithium, Katy Keim, Chief Marketing Officer Stubhub, Mary Hill, Customer Service/Social Media Manager Comcast, Jared Schulthesis,...

Dell is winning fans with its long-term approach to social influencers

Mark Kersteen, (Nov 25, 2015)

By building real relationships, Dell is capitalizing on social's most sought-after leaders

10 (+1) insights from Incite Summit: East

Cara Cummings, (Nov 20, 2015)

Cara Cummings from Fizzl Media shares her top pieces of wisdom from this year's event

Why customers don't want to share their data (and how to change their minds)

David Howell, (Oct 29, 2015)

Communicating value to consumers is an on-going action that all brands need to be fully engaged with.

Visa's approach to analytics insights: Simple, quantifiable, and actionable.

Brynn Smith-Raska, (Oct 27, 2015)

An interview with Ramkumar Ravichandran

Securing brand affinity through bespoke, and unforgettable, customer service: Customer Service Summit 2015

Mark Kersteen, (Oct 23, 2015)

Insights from American Express, Southwest, and Symantec from #CSMCS

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