Customer Service Manager Sign Up Information

Hi,

Reuters Events are excited to announce their next free Customer Service Webinar: Delivering Frictionless Digital and Mobile Support Experiences.

Providing seamlessly integrated customer service is crucial - 2020 has seen a reinvigorated demand for digital and mobile experiences and your support offering must effortlessly meet customers where they are. This webinar brings together CX and Care leaders whose businesses are reinventing how you approach omnichannel care. Learn how digital, mobile and in app support fit into your wider service ecosystem.

Hear from leaders at Wealthsimple, Visible, Metromile & Helpshift.

Register now to join live or pre-order the recording!

Taking place December 3rd (1pm Eastern/ 10am Pacific) tune in to discover how you can meet consumer demands for frictionless mobile support experiences:

• Synchronize channels for a seamless mobile experience - Leverage real-time data for a personalized experience, and fully embed self-serve, social, and chat into your mobile customer service offerings.

• Remove friction, bolster retention & revenue, and eliminate bad user experience by providing dedicated, mobile-optimized support services.

• Discover how to deliver a better mobile experience which will delight your users - Explore the opportunities for automation, asynchronous messaging & AI.

Listen in live or pre-order the recordings direct to your inbox!

Speakers include:

• Paul Teshima,  Chief Client Experience Officer, Wealthsimple

• Matt Stein,  VP of Products, Metromile

• Sarah Feldman,  Head of Customer Care, Visible

• Janice Le,  Chief Market & Product Officer, Helpshift

I hope you can join us.

Kind regards,

Ian Miller, Editor
CSM Magazine

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The Customer Service and Experience Summit (Europe)
August 25-27, 2020, Virtual Event
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October 26-November 5, 2020, Virtual Event
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November 17-18, 2020, Virtual Event
Tools and strategies to achieve effortless resolution, drive new extremes of efficiency and deliver the ultimate customer experience. Read More.. 

Hi,

The time has come for CX professionals to move from talking about change to actioning it. With just 2 weeks until Reuters Events Customer Service and Experience (26th-27th August) we are delighted to see the industry come together to strategize and develop a roadmap to seamless customer journeys. Representatives from companies like American Express, Bose Corporation, Coca Cola, HSBC, Marriott and many more have registered their teams so why haven''t you?

We present the most influential speakers, an audience of decision makers and the most trusted and ground-breaking vendors in the space. Don't miss out. With 25+ industry leading speakers, ranging from across the service, experience, care and support communities we are looking at the lessons learnt, the technologies that are now essential and how the customer journey is above all.

Register for your free pass now and join us August 26th

Who's leading the conversation?

• Fidaa Chaar, Chief Operations and Customer Officer, Societe Generale
• Antreas Athanassopoulos, Chief Customer Officer, Dixons Carphone
• Stephanie Waismann, Chief Customer Officer, Barclays Ventures
• Carlo Nadello, Chief Customer Officer, Telecom Italia
• Mar Romero, Chief People Officer, Telepizza
• Christina Liciaga, Head of Customer Service, HSBC Retail
• Matthias Erb, Head of Holistic User Experience, Volkswagen
• Amber Kirby, Director of Brand and Customer Experience, Eurostar

With our free standard pass you will have access to:

• Keynote presentations from C-Suite CX visionaries on both mornings of the conference
• Access to panel discussions and live Q&A sessions during both mornings with the opportunity to put your questions to the panellists in real time

Join the industry-wide conversation and register here

Kind regards,

Ian Miller, Editor
CSM Magazine

Hi,

Reuters Events are excited to announce their next free customer service webinar: 'Meeting Consumer Demands for Frictionless Mobile Support Experiences'.

In the age of digitalization, loyalty is fleeting - Consumer demands are constantly evolving, and 2020 has seen a reinvigorated demand for digital and mobile experiences. As consumers spend more time and money via digital channels, it is imperative that your business does not neglect these channels and ensures top-class mobile and in-app support.

Hear from leaders at Wealthsimple, Visible, Metromile & Helpshift.

Register now to join live or pre-order the recording!

Taking place December 3rd (1pm Eastern/ 10am Pacific) tune in to discover how you can meet consumer demands for frictionless mobile support experiences:

• Synchronize channels for a seamless mobile experience - Leverage real-time data for a personalized experience, and fully embed self-serve, social, and chat into your mobile customer service offerings.

• Remove friction, bolster retention & revenue, and eliminate bad user experience by providing dedicated, mobile-optimized support services.

• Discover how to deliver a better mobile experience which will delight your users - Explore the opportunities for automation, asynchronous messaging & AI.

Listen in live or pre-order the recordings direct to your inbox!

Speakers include:

• Paul Teshima,  Chief Client Experience Officer, Wealthsimple

• Matt Stein,  VP of Products, Metromile

• Sarah Feldman,  Head of Customer Care, Visible

• Janice Le,  Chief Product & Marketing Officer, Helpshift

I hope you can join us!

Many thanks,

Ian Miller

Editor
CSM Magazine

Reuters Events is part of Reuters News & Media Ltd, 5 Canada Square, Canary Wharf, London, E14 5AQ. Registered in England and Wales: 2505735.

Hi,

Registration is now open for the next Reuters Events Customer Service webinar: 'Reduce Cost By Connecting With Your Customers More Easily'. Hear from a Global VP at DHL, a telecoms expert and a CX leader.

Register now to join live or pre-order the recording!

Providing world class service is worthless if you cannot reach your customer in their time of need. In this webinar we will discuss how new approaches to engaging your customers can improve response rates, reduce costs, and increase trust and satisfaction scores.

Taking place October 22nd (12pm EST/9am PST), tune in to identify the innovative strategies that will:

• Increase service output. Boost efficiency by contacting your customer on their preferred channel at the right time.

• Improve answer rates. Eliminate unsuccessful exchanges and phone tag to keep your agents focused on service, boosting efficiency and CSAT.

• Protect your company's reputation and get more calls answered. In today's world in which consumers are being bombarded with nuisance calls and messages it is vital that you have a strategy to cut through the noise.

Listen in live or pre-order the recordings direct to your inbox!

Speakers include:

• Pete Poul-Graf, VP Global Service Desk, DHL

• Scott Ballantyne, Caller Reputation ID (former T-Mobile)

• Nicholas Zeisler, Principal, Zeisler Consulting (former HP)

I hope you can join us.

Kind regards,

Ian Miller, Editor
CSM Magazine

Hi,

Reuters Events are excited to announce our next free customer service webinar: Building the Ultimate Workforce - Train, Motivate & Empower Agents to Strengthen Customer Loyalty & Boost Revenue.

In an era where the customer is king, support agents are your most important resource - It is more important than ever to evaluate, improve and inspire agent performance. To ensure you are providing the ultimate customer experience, it is vital to have the strategies and processes in place which will allow your agents to thrive across all channels.

Register now to join live or pre-order the recording!

Taking place September 22nd (1pm EST/10am PST) tune in to identify the innovative strategies that will empower your agents, strengthen loyalty & boost your revenue:

• Boost your customer service team's performance - Optimize your quality operations and empower your agents by giving them visibility and real-time feedback on what they can improve. Keep them trained and updated.

• Centralize and automate your entire QA process - Ensure quality performance is always being monitored, measured, trained, recognized, and rewarded to drive agent improvement & productivity.

• Optimize agent performance across channels - Evolve your CRM to empower your agents with a more actionable understanding of your customers, no matter the touchpoint. Listen in live or pre-order the recordings direct to your inbox!

And many more.

Speakers include:

• Colin Crowley, VP Customer Experience,  Freshly
• Emily Gray, VP Customer Success,  Playvox
• Donald Hicks, VP Global Ops & Customer Experience, Twitter
• Doug Kramon, Senior Director Fan Support & Customer Care Ops, ESPN

I hope you can join us.

Register now to join live or pre-order the recording!

Kind regards,

Ian Miller, Editor
CSM Magazine

This Customer Service Week we recognize the heroic actions of the many thousands and thousands of front-line customer service professionals during these difficult times. Your kindness, professionalism and dedication to service is truly inspirational. From everyone at CSM Magazine, we salute you!

Best wishes,
Ian Miller, Editor

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This event is the #1 place for progressive CX, customer contact and digital transformation leaders to keep ahead of the game. Read More..

The Customer Service and Experience Summit (USA)
November 17-18, 2020, Virtual Event
Tools and strategies to achieve effortless resolution, drive new extremes of efficiency and deliver the ultimate customer experience. Read More.. 

Hi,

Registration is now open for the next Reuters Events Customer Service webinar: ''Voice of the Customer: Creating a Seamless, Personalized Experience That Boosts Loyalty & Drives Revenue.'' Hear from senior leaders at TGI Fridays, Sutter Health & VoteBash.

Register now to join live or receive the recordings!

Taking place October 28th (12pm EST/9am PST), tune in to discover how customer feedback can play a crucial role in making your 2021 service strategy a success:

• Learn to leverage technology in order to analyze, summarize and act on customer feedback across channels, geographies, customer segments, etc.

• Real-time insights are a crucial piece of the puzzle - Understand the importance of the ''Voice of the customer'' as a key driver for services delivery strategy & actions

• Discover how to build the necessary tools to capture enough customer feedback, and incorporate this back into an effective service strategy

Listen in live or pre-order the recordings direct to your inbox!

Speakers include:

• Ana Pia Guzman-Briley, Director Customer Engagement & Loyalty, TGI Fridays

• Jasmine Kim, Chief Marketing Officer, Sutter Health

• Martijn Atell, CEO & Founder, VoteBash

I hope you can join us.

Kind regards,

Ian Miller, Editor
CSM Magazine

Hi,

Delivering a great experience is at the heart of every customer service department. However, engaging a customer on a deeper level is often overlooked in favor of reducing resolution times and increasing efficiency. Reuters Events latest webinar brings you real-world strategies to achieve both.

Hear from leaders at Intuit, Freshly, San Diego Padres & First Orion.

Register now to join live or pre-order the recording!

Taking place June 4^th (12pm EST/ 9am PST) hear innovative and efficient strategies to boost customer engagement and reduce resolution times:

• Reduce Resolution times - Arm your agents with actionable information. Go beyond customer insights and provide a personal guide to each interaction
• Enhance every customer interaction - Utilize the latest digital customer service technology to engage customers on a deeper level, increase satisfaction and decrease resolution times
• Make every call count - Bring context to the conversation to increase first call resolution and foster a deeper relationship with your customer

Listen in live or pre-order the recordings direct to your inbox.

Speakers include:

• Fiona Blakesley, Director of Customer Care at Intuit
• Colin Crowley, VP Customer Experience at Freshly
• Erin Sheehan, Senior Director of Guest Experience at San Diego Padres
• Craig Dunn, CRO at First Orion
• Moderator: Nicholas Zeisler, Zeisler Consulting

I hope you can join us.

Best regards,

Ian Miller, Editor
CSM Magazine

Hi,

We are just two weeks away from our next free customer service webinar: The Customer Service Leader of the Future: Identify the Strategies You Need to Stay Ahead of the Game. There is still time to secure your place today!

It has never been more important to understand that customer expectations are rising and must be met head on by providing truly exceptional customer experience. A leader of the future that can identify the strategies that will lead your business towards a best-in-class customer service is a crucial piece of the puzzle. Empower your agents with the tools they need to deliver a radically personal experience on any channel, reduce resolution times and build lifelong conversations.

Hear from leaders at Extended Stay America, Pizza Hut & Gladly, and a former HP Director of CX.

Register now to join live or pre-order the recording!

Taking place July 22nd (1pm EST/ 10am PST) tune in to identify the innovative strategies that will empower your agents and deliver exemplary customer service:

• Arm your agents with the tools they need so that they can go beyond basic customer insights and provide a radically personal experience tailored to a customer's history

• Go beyond omnichannel to any channel - Deliver a seamless experience that allows you to build meaningful relationships wherever your customer is. 

• Future-proof the base of your tech-stack to support the adoption of advancing technology and ensure your department stays ahead 

Listen in live or pre-order the recordings direct to your inbox!

Speakers include:

• Mike Kuenne, Chief Customer Experience Officer, Extended Stay America
• Nigel Henry, Director of Customer Experience, Pizza Hut
• Mike McCarron, VP of Customers, Gladly
• Nicholas Zeisler, Former Director of CX, HP

I hope you can join us.

Best regards,

Ian Miller, Editor
CSM Magazine

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June 8-9, 2020, Hilton San Diego Resort & Spa, San Diego, US
Tools and strategies to drive customer service to the center of the business and exceed customer expectations. Read More..

Customer Contact Week (CCW) Vegas, US
June 22-26, 2020, Caesar's Forum, Las Vegas
CCW is the #1 place for customer experience leaders to learn about the emerging technologies set to disrupt the industry. Read More.. 

Customer Service and Experience Summit
September 14-15, 2020, Hilton Canary Wharf, London, UK
The only show of its kind bringing together Europe's most senior CS decision makers under one roof. Read More.. 

The Customer Service Summit
October 1-2, 2020, Hilton Midtown, New York, US
Tools and strategies to achieve effortless resolution, drive new extremes of efficiency and deliver the ultimate customer experience. Read More.. 

Customer Contact Week (CCW) Europe 2020
October 5-8, 2020, Barcelona, Spain
The event is the #1 place for progressive CX, customer contact and digital transformation leaders to keep ahead of the game. Read More..