WEBINAR: Cohesive Customer Experience Management: Strategies and Plans for Success, Next Week

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Cohesive Customer Experience Management: Strategies and Plans for Success Tuesday March 29, 2011 2:00 PM EST/ 11:00 AM PST Delivering a customer experience that aligns around customer needs significantly impacts customer loyalty, improves the top line and reduces costs.This webinar brings together industry experts and practitioners to discuss how organizations can marshall their resources for a cohesive customer experience management (CEM) process. Join guest speaker Paul Hagen from Forrester Research Inc., Chris Zinner of Accenture and Sid Banerjee from Clarabridge as they take a look at the exploding area of CEM. The webinar will review successful strategies, present a cross-organizational blueprint and describe the key elements for a successful start. What Attendees will learn: Best practices of top performing companies from across industry Current industry trends of the rapidly evolving CEM space How to develop a plan to properly orchestrate all customer touchpoints Common missteps and what it takes to succeed Who should attend: Customer experience teams Contact Center and Customer Service functional areas Marketing or other professionals responsible for tracking loyalty and satisfaction rates Researchers and analysts responsible for voice of the customer projects Presenters: Sid Banerjee CEO and Co-Founder Clarabridge A Greater Washington Ernst & Young Entrepreneur of the Year in IT services, Sid is the CEO and Co-Founder of Clarabridge. Sid provides executive leadership and strategic direction and is a well-known expert in customer experience, business intelligence, and text mining. Prior to Clarabridge, he co-founded Claraview, a leading BI strategy and technology consultancy firm. Under Sid's leadership, Claraview grew into a thriving services firm with over 130 employees without any outside funding. Claraview was acquired by Teradata, a leading data warehousing and business intelligence company, in March 2008. Over his career, Sid has amassed nearly 20 years of business intelligence leadership experience. A founding employee at MicroStrategy, he held Vice President-level positions in both product marketing and worldwide services. During his tenure leading MicroStrategy's worldwide services division, he grew the organization to a 500+ person organization supporting enterprise deployments of BI solutions. Before joining MicroStrategy, Sid held management positions at Ernst & Young and Sprint International. Sid has a B.S. and M.S. in Electrical Engineering from the Massachusetts Institute of Technology.   Chris Zinner Director of Social CRM, Accenture Management Consulting Chris is an executive in Accenture's Management Consulting Practice and leads Accenture's efforts in developing thought leadership on how organizations apply Social Media in their Customer Relationship Management (CRM) efforts. A frequently sought after speaker on the topic of Social CRM, Chris has extensive experience in Social Media Marketing, Social Voice of the Customer (VoC) Analytics, and the use of Social Communities to engage, serve, and co-innovate with customers . Chris has successfully delivered social media solutions to the US Army and to a large North American Financial Services Firm. Chris manages Accenture's alliances with several social media related technology vendors and actively collaborates with Accenture Technology Labs to contribute to Accenture's Social Media Research and Development efforts. For the last 12 years, Chris has worked with clients across many industries to include US Federal, Financial Services, Communications, Electronics & High Tech, and Health Services. Chris graduated with a B.S. in Business Administration from University of Dayton. Based in Washington D.C. Chris and his wife Christine have a 9-month old son, Kai. Paul Hagen Principal Analyst, Forrester Paul returns to Forrester after eight years of running his own consulting business, which provided business, marketing, environmental sustainability, and technology planning services to executives at a broad range of organizations. Formerly at Forrester for five years, Paul led research efforts on customer relationship management, personalization, customer experience, self-service tools, search and intelligent agents, online education, and knowledge management strategies. Prior to his first stint at Forrester, Paul was the strategy and marketing manager at Accenture, where he helped launch and market one of the early software-as-a-service offerings. He has also worked as a business development manager at BBN Technologies. Paul has a soft spot for education, having worked as a high school math teacher in Malawi with the Peace Corps and as the national placement director for Teach For America in its start-up years. Juliana Kenny Juliana Kenny Web Editor TMCnet Juliana Kenny is a Web Editor for TMCnet focusing on customer relationship management as well as call center, VoIP, and telecom-related news. She graduated from the University of Connecticut with a double degree in English and French, and is a member of TMCnet's video newsroom team covering daily news as well as the ITEXPO conferences on camera. Juliana brings editorial experience from the creative literary magazine industry as well as the beverage and label markets to the editorial team at TMCnet. 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