Episode 197 – Incite Group Customer Service Summit West Pre-Game

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A free-form Friday episode. On Friday we go freestyle and talk about whatever we want. Because it’s Friday!

 

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“Tell me and I forget. Teach me and I remember. Involve me and I learn.” – Benjamin Franklin

Book of the Day: Winning at Social Customer Care – Dan Gingiss

Incite Group Customer Service Summit West Pre-Game

  • Details 
  • Overarching Theme
    • Be Scalable
    • Be Multichannel
    • Be Self-serving
    • Be Proactive
    • Be Personalized
  • Brands Speaking
    • Mastercard
    • Samsung Electric
    • Wells Fargo
    • Citi
    • The Washington Post
    • Delta Airlines
    • The Home Depot
    • Hilton
    • T-Mobile
    • And many more
  • Lineup Highlights
    • Day 1
      • 8:50 – 9:00am – Opening Remarks
        • Joshua March
      • 9:30 – 10:00am – Could Millennials be Your Secret Weapon?
        • Allyson Boudousquie, Convergys VP, Market and Product Strategy
        • Moderated by Frankie Saucier
        • Description: You already realize the importance of Millennials as consumers, but have you considered the impact they could make within your company? Contact centers are changing, with a new focus on handling complex and difficult interactions and “post-channel” strategies that erase your customers’ awareness of channels. Digitally fluent and social media-connected Millennials can be the ideal fit for chat, social, and mobile agent support. Learn how you can leverage this key demographic, along with innovative technologies, to enable the best possible customer outcomes.
      • 10:00 – 10:30am – Case Study: Inside the Customer Care Revolution: How partnerships and AI are helping Samsung revolutionize care to American consumers
        • Michael Lawder, Samsung SVP Global Customer Care
        • Moderated by Frankie Saucier
        • Description: Times have changed. We’re living in the Customer Era – a world where a customer’s experience with a brand is just as important as the product they choose to purchase. In this session, Michael Lawder, SVP of Customer Care at Samsung Electronics America, discusses the strategy, goals and execution behind Samsung’s Care revolution and what the company is doing to deliver a Care-first customer experience as innovative as its products.
      • 2:00 – 2:30pm – T-Mobile: From Cost-Center to Growth Center: Redefining Valuable Customer Service
        • Michelle Mattson, T-Mobile Director of Social Media
        • Eric Ellison, T-Mobile Senior Manager, Social Media Care
        • Moderated by Frankie Saucier
        • Description: Hear how the world’s largest social response team have seen tangible returns on investment by cultivating a disruptor mentality and a culture for change. Define new KPIs by embracing new forms of creative measurement, prioritize employee happiness and engagement, and become synonymous with best-in-class customer care.
      • 3:00 – 3:30pm – Digital Integration Panel
        • Gregg Fernandes, The Washington Post VP of Customer Care & Logistics
        • Stacy Vick, GM Social Strategy Center of Excellence
        • Sarah Grace McCandless, Sykes Senior Director, Global Digital CS Strategy
        • Moderated by Frankie Saucier
        • Description:  Modern customers expect instant gratification and a fluid support experience – be the brand that enables them to shape their own experience! Join the evolution towards a low effort service experience by leveraging digital assets across your network of servicing offerings, implementing AI, automation & chatbots, and offer your customers a range of choices to drive their own experiences.
    • Day 2
      • 1:45 – 2:30pm – Self-Service: Putting your Customers in the Driver Seat
        • Chip Liebenow, The Home Depot’s Customer Care Director
        • Amartya Banerjee, McAfee’s Director Supports, Services & Customer Success
        • Mark Obee, Intuit’s Head of Social & Community Engagement
        • Moderated by Frankie Saucier
      • 3:00 – 3:45pm – The Personalized Touch
        • Ima Somers, 2K Customer Care Director
        • Sarah Brownback Wortman, Citi SVP, Global Social Listening and Customer Engagement
        • Florence Evina-Ze, Ipsy Director of Customer Service
        • Moderated by Frankie Saucier
        • Description: Effortless is everything… to thrive in a world of ever-increasing competition and heightened customer expectation you are expected to solve everyday issues quickly and easily. We’ll be discussing how to :
          • Understand your customer and deliver a personalized experience for a quicker resolution.
          • Be where your customer is and resolve in channel.
          • Be pre-emptive rather than just responsive.

Brought to you by:

  • The Social Pack: Get on the inside to stay on the topside. Join today!
  • ParknFly: Save 10% off Posted Rate Reserve Now 
  • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
  • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
  • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or close outs. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
  • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best micro breweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
  • OneTravel: Search and compare flights from over 450 airlines.

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About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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