At Interactions we're always proud to present dynamic and intriguing speakers...
Each customer touch point receives a great deal of attention and care; yet as we transition from in-person, to phone, to social, to mobile and online, each individual touch point just represents an independent snapshot of the overall customer journey. To create the perfect experience, now, more than ever, is the time to evaluate the entire experience – from channel to channel, moment to moment. CEO, Barak Eilam, will share how journeys are transforming our industry and the challenge is shifting to understanding the “why” of customer frustration and the “how” of analyzing experiences in real-time. It’s time to create perfect experiences.
Miki Migdal, President of the NICE Enterprise Product Group, will share how the NICE portfolio of applications and services are shaping the perfect experience. In addition, this session will outline how NICE is developing new customer engagement tools to serve customers in real-time while lowering the total cost of ownership of a vast and complex environment. Customer engagement is key to providing the perfect experience.
Join us at Interactions 2015 as featured keynote speaker Kelley Kurtzman, Vice President of National Sales and Service Center Operations in Verizon’s Consumer and Mass Business Markets group, shares the Simple.Smart.Connected philosophy for Customer Engagement. At Verizon, approximately 50% of customer interactions take place online, via TVs, via online chat, web or via apps. Customers chose to engage via these progressive channels, but when they want to pick up the phone and talk to someone, Verizon wants to ensure that each interaction is as intuitive as possible.
U.S. Bancorp Fund Services has identified Quality Management as a critical driver behind its customer experience strategy. Our featured keynote speaker, Chris Surges, leads the team which helps the bank stand out in the areas of compliance and competition, by focusing on premier technology and knowledgeable, customer-focused people. Surges, SVP Investor Services & Process Solutions, will speak about how his team of over 100 professionals has been able to create the perfect experience for customers, while winning accolades from the National Quality Review and earning U.S. Bancorp the coveted ISO 9001:2008 certification.
Jim Triggs has been with Money Management International (MMI) since 1997 and during that time he has had various roles including the Vice President of Operations, providing oversight of CCCS' contact center in Phoenix, AZ and all of its branch locations throughout AZ and NM. After merging with MMI, Jim has been providing leadership over MMI's multiple counseling contact centers and 70 branch offices throughout the US for the last 17-years. By leveraging contact center technology and by developing innovative ways of managing the workforce Jim has helped lead MMI to become the nations' largest and most successful credit counseling organization in the country.
Across four decades of public life, Dick Cheney has served at the highest levels of government during some of the most critical days in modern American history. As a statesman, policymaker, business-man, and politician—who never lost an election in which his name was on the ballot—Cheney’s insight, experiences and knowledge are unparalleled.