Thursday, January 28, 2016

Customer Service is the New Brand Battleground

By Anaal Patel

Head of Product Marketing

We have more choices today than we ever have. Need a pair of jeans? You’re in luck. Pick a store, any store and you’ll be able to find a pair. Companies compete daily with each other over who can sell more or less the same items. But in this “sea of sameness” how can companies stand out? The answer is in their customer experience. If a customer has a negative experience with a company, there is no reason to ever go back because there are so many other choices. In order for brands to win at the sameness game on what we will call the brand battleground, they need to build relationships with their customers and create an experience that encourages the customer to return.

The brand battle is yours to win but only if your company chooses to be customer-centric. This not only means resolving issues as quickly as possible but also proactively reaching out to your customers. In order to achieve fast response times and delight customers, there should be a clear “weapon of choice”– a tool that allows customer service agents to work together quickly and efficiently. There should be automated workflow, conversation history, ways to scale all built out to ensure great customer service.

But the tool can’t function on its own and that’s where the soldiers come in. Customer service agents are on the frontlines of the brand battleground. Over the years, Men’s Wearhouse has grown and changed as the needs and wants of their customers changed. When they realized the value of social media as a way to connect with customers on a personal level, they quickly put into place a team of agents in charge of delivering a great customer experience via Facebook and Twitter.

Their team of “brand-warriors” as they call them engage daily with almost 500,000 followers on social media. But it wasn’t always easy. When they first started their customer service team, they had issues with scalability. They quickly made the decision to transfer their social customers to the care department and implement Sparkcentral. Sparkcentral’s workflow made much more sense for the team and allowed them to engage more effectively in a shorter period of time.

“What’s great about social media is that it really is a two-way conversation. Whenever we introduce a new product, share some news with the press, or something notable happens with our company, we’re interested in seeing what people are saying about it on social media. It’s a source of feedback for our company. Ultimately it allows us to tailor our content and even product offerings to give our customers exactly what they want.”

The most effective “weapon” you can have on the battlefield is the ability to be constantly delighting your customers. Agents need to have the ability to maneuver quickly when problems arise, they need to be able to work together as well as independently and do so without stepping on each others’ toes
We challenge you to build a better brand. No company wants to be on the losing end of this battle and the only way to win is to provide excellent customer service.

Anaal Patel is the Head of Product Marketing at Sparkcentral.  She is passionate about the changing ways in which companies engage with their customers and loves working for a company that is shaping that future.  Prior to Sparkcentral, Anaal ran Product Marketing at Totango and Fluid, where she evangelized the future of customer-centric retail experiences.  Anaal has held several marketing roles in the B2C retail space and received her MBA from the Haas School of Business at UC Berkeley.  

Social Media’s Impact on Customer Experience

By Dan Gingiss
Head of Digital Marketing

Social media is increasingly becoming a larger piece of the Customer Experience (CX) puzzle, meaning that a brand’s actions on social – both marketing and service – greatly affect the overall public perception of the brand.

Previous posts looked at: (1) what is customer experience, how it is measured, and why it is important; and (2) how offline experiences can move online, and what brands can do about it. This post, which is the final one in the series, focuses on the role of social media and how it contributes to overall CX.

How Social Media Is Different

If CX is the sum of all interactions a customer has with a brand across all channels, then of course social media interactions would be included. But social stands out from other channels for several reasons, because it is:

  • Public
  • Always On
  • Searchable
  • Shareable
  • Permanent

Social media is also a unique channel because it is, by definition, social. Many brands forget the social part of social media and instead treat it like any other media channel – with a proverbial megaphone that makes the brand’s voice louder than anyone else’s.  The problem with this approach is that no one wakes up in the morning and checks Facebook or Twitter or Instagram hoping to hear from a brand. But people are indeed interested in engaging with brands they like, and social media is a great channel for that. Social requires brands to talk with people instead of at them.

It is also important to note that in social media, the power shifts from the brand to the consumer. When brands exceed (or miss) expectations, consumers react by telling their friends and followers. Thus, it is extremely important that social media managers keep a close watch on both social initiatives and offline initiatives that have the potential to come online.

Social Media Marketing

A brand’s  presence in social media usually begins with its profile page. This is the place where a company can show off its products or services, people, values, culture, and hopefully personality. A great example is the Twitter profile page of Hyatt Concierge, which is brand right, welcoming, and establishes a clear connection to offline experience. 

Likewise, Royal Dutch Airlines (KLM)’s Twitter profile page is clean, brand right, and establishes a clear focus on customer service with a real-time response time indicator.

To enhance the overall customer experience with social media marketing, a brand should:

  • Highlight its personality
  • Provide “Youtility” (useful content) to its audience
  • Make its content shareable
  • Always be relevant

The brand should also be careful not to blanket paid or promoted content, which can become annoying to prospects and existing customers alike.

Social Media Customer Service

“Customer service is the new marketing” is becoming a more and more popular mantra, especially as it pertains to the social media channel. Why? Because more and more customers are turning to social media to ask questions, file complaints, and occasionally even send compliments. While many customers proactively come to a brand’s Facebook page or @mention a brand on Twitter, many others initiate service requests as a reply to brand marketing that they see in their feed. Thus, social marketing and customer service teams must be closely aligned on content, staffing, and response times.

Jay Baer of Convince & Convert recently teamed with Edison Research to look closely at social media customer service. Among their findings:

  • 62% of first complaints are made via phone or e-mail
  • Only 40% of social media complaints are addressed
  • 39% of social media complainers expect a response within 1 hour, but social media complaints (if answered at all) are addressed in an average of 5 hours
  • Responding to a complaint in social media increases customer advocacy by 20%, but not responding to a complaint in social media decreases customer advocacy by 45%

The upshot of this data is that brands must double down on their efforts to service customers in social media. But social care needs to be integrated into the larger service organization so that social agents are equally trained and empowered. If not, customers may experience one answer in one channel and a “better” answer in another channel – and they will take advantage.

To enhance the overall customer experience with social media customer service, a brand should:
  • Serve the customer in their channel of choice
  • Respond to everything: Praise, Questions, Complaints
  • Practice “First Tweet Resolution” – solving the inquiry in one response
  • Use DM or chat to take private information out of a public space
  • Make it easy for customers to interact – look at service hours, available channels, whether your Facebook wall is open to posts, and whether you are using one or more Twitter handles

In short, a relentless focusing on the customer – which is the heart of CX theory – will also lead to success in social media. One measure of this success is that the engagement rate on customer service responses – that is, the number of clicks, likes, retweets, comments, etc. after a customer service inquiry is resolved – will be many times that of even the best marketing effort.

Dan Gingiss is the co-host of the Focus on Customer Service podcast, which features large and small brands with demonstrated success in the area of social media customer service. The podcast can be found on iTunes, Stitcher, and Soundcloud.

Using Social Media to Enhance Customer Experiences

By Shawn Szurley

Content Marketing Manager

Effective customer service encompasses the age old idiom of being in the right place at the right time. But what if your customers expect you to be everywhere at all times? The fact of the matter is that as customers become more and more demanding, they expect more from the brands they are reaching out to on social media.

So the truth is out. Customer success teams need to be everywhere at all times. Scary? No way. We have outlined some key ways to most effectively use social media to enhance your customer service strategy instead of hindering it.


65% of customers prefer to contact companies on social media rather than a call center. - Pew Internet Research

60% of companies don’t respond to customers via social media...even when asked a direct questions.” - A T Kearney

More and more customers are turning to social media when they have questions, comments or concerns. Emails take to long to go back and forth in communication and there are few things worse that being put on hold when you contact customer service.

It should be obvious that social media is no longer just an option for companies. Your customers are there waiting for a response and if you can’t meet them there, they will mostly likely go somewhere else.

If you want to keep your customers happy and more importantly keep them as customers it is essential to meet them where they are. Don’t make them jump through fire just to ask a question.

A great example is mobile apps. You are in a brand’s app and for some reason, things aren’t working. You go to the help page and the only option is to either call or email. There you are in the app but there’s no option to get help within that app. You have to close out and then either call or email. It’s not a seamless experience, it’s frustrating and is a time suck.

Be there when your customers need you and have the ability to solve their questions as quickly as possible. This leads us to the next tip. It’s great if you are on social but if you don’t have a customer care team that has the resources they need to answer questions, you are still leaving your customers waiting.


Once your customer service team is in place, you need to make sure that they have the knowledge and software necessary to solve whatever issue they are given. We have all had an experience where this hasn’t been the case. Say you call your bank. You tell the agent on the phone your whole saga only to be told that they actually aren’t able to solve your problem and will need to transfer you to someone else. Who you then have to re-tell your saga...

Frustrating customer service at its finest. When outlining your strategy in order to provide the best customer experience your agents should be given the authority to resolve an issue. Create guidelines and limits for your agents. Whether it’s shipping out a new pair of sneakers, refunding a flight or initiating reimbursement, determine what your limits are and enable your agents to make the call on your behalf.

We are making progress. You are on social, you’ve hired a great customer success team and you are doing such a great job that now social media is the main point of contact for customer service. While using native technology may have worked when you had one person responding to customers, as you grow using native technology can get messy (and slow)!


As your team scales, it’s essential to use a s solution that is purpose-built for customer service to ensure that each and every inquiry is responded to, and fast.

52% of consumers using Twitter expect a company to respond in 2 hours or less.” - Consumer Views of Live Help Online 2012: A Global Perspective.

Customer service solutions also allow for certain conversations to be routed to specific customer success agents who specialize in a certain department. Have a question about a bag you lost in Spain after your flight? That goes to Josh because he’s an expert in baggage claim and is fluent in Spanish. Having solutions automate these things makes sure that your agents can be as efficient as possible and that they can become experts in their field and be empowered to make the best decision on how to solve the problem.


Once you have the right technology in place everything can run smoothly. When there is less manual busy work a.k.a. routing and tagging conversations yourself, your  empowered agents have more time to make each conversation personal.

70% of buying experiences are based on how the customer feels they are being treated - McKinsey

To create the best customer experience possible, a little goes a long way. Imagine you reach out to your favorite clothing store to ask if you can expedite the delivery of a dress so that you’ll have it for your date on Friday. The customer success agent responds quickly, and says that he can definitely get you your dress and that he will even send you two sizes so that if one doesn’t fit, you’ll have a backup. That’s great customer service!

But now imagine this -- on Monday the same agent tweets back at you asking how your date went. Now that’s an excellent customer experience. Even if it wasn’t the best date you’ve ever been on, knowing that you weren’t just another issue resolved but are a valued customer, is a good feeling.

Chances are next time you have something important going on or just in need of a shopping spree, you’ll head back to that brand. It’s all about creating customer loyalty so they keep coming back for more. The truth is simple, the more valued you make your customer feel, the more likely they are to purchase with you again.


Social media is not something to be afraid of. It’s no longer a foreign concept that we can say is just a phase. It is here to stay and if you want your company to be as successful as possible, from marketing to engineering, and customer success to sales, everyone at your company benefits when you provide a great customer experience.


In an era of empowered, hyper-connected customers, Sparkcentral is the only CRM platform for enterprises that unifies social, mobile, cloud and contextual data to pro-actively deliver personalized and engaging customer experiences. Customer service teams use our software to efficiently handle large amounts of customer inquiries in a fast and structured manner.

Sparkcentral’s client roster includes Delta Air Lines, Netflix, Discover Financial, Uber, Western Union and T-Mobile. For more information, visit


Sophie Vu, Vice President, Marketing, Sparkcentral will be moderating a Fireside Chat on Personalizing Customer Engagement on Mobile at our 12th Annual Customer Contact 2016, East: A Frost & Sullivan Executive MindXchange. Click here to register or learn more:

Wednesday, January 27, 2016

Key Take-Aways from Customer Contact West, 2015:
A Frost & Sullivan Executive MindXchange

By Patricia Stamas-Jacoby
Publications Editor, Events
Frost & Sullivan

At the 11th Annual Customer Contact 2015, West: A Frost & Sullivan Executive MindXchange, we brought together top executives from the customer experience field to discuss strategies and solutions for “Next Generation Customer Care: Driving Real Change,” this year’s event theme. Here, we present the key ideas and change drivers presented by the session leaders and discussed by participants. Leverage these insights to plan for the year ahead and prepare for the many changes technology is bringing to the customer experience landscape.

Find the right channel
Three key themes that emerged at the event all revolved around channel management. The first was the importance of meeting the customer in their channel of choice -- a huge customer service driver. Another recurring observation: an increasingly impatient customer is demanding easy and more direct channels. The last channel take-away: consistent and seamless customer experience is key across all channels.

Leverage technology wisely
It was has been widely observed that technology is now more intimate and pervasive than ever, and this is as true for the customer experience industry as any other. Participants and session leaders alike consistently discussed ways to leverage customer contact technology effectively and wisely. Surveys, analytics, and CSAT emerged as some of the best tools available to evaluate self-service performance and to utilize technology for insights. Utilizing technology such as video chats and online conferences was also recommended to keep remote customer service agents connected and engaged.

Rewards and culture really count
If there was one overall key theme that emerged from the event and the post-event discussion, it was the importance of company culture. All agreed that a well-defined culture with a clear ongoing mission statement and clear values was critical to organizational success…and to the customer experience.  In short, you have to make the agent experience enjoyable, as that will transfer to your customers. It’s also a good idea to incentivize behaviors that you want to encourage. Ideally, your company culture supports the ongoing technology changes organizations are experiencing today.

Know your future customer
Yes, we are going to mention Millennials. This (mobile) technology loving, adventure- seeking, super social generation is your clear customer of the future. In fact, by 2015 Millennials will comprise about 75% of the workforce. So, prepare for this future customer and their values, expectations and needs. The last take-away from the 11th Annual Customer Contact 2015, West: A Frost & Sullivan Executive MindXchange? The customer of the future will be highly defined and will demand customized solutions. Is your organization ready for this customer?

Monday, January 25, 2016

Frost & Sullivan Announces 2016 Customer Service Excellence Recognition Program

By Stephen Loynd
Global Program Director - Customer Engagement
Digital Transformation Practice
Frost & Sullivan

In response to great interest from our customers, Frost & Sullivan is pleased to announce the launch of our 2016 Customer Service Excellence recognition program. This program will identify and recognize best-in-class companies, organizations, and leaders for excellence in customer experience strategy and implementation.

Digital transformation of customer experiences is a major strategic initiative for B2C and B2B organizations across industries. Based on our research, we have identified five key areas that businesses are looking at to drive differentiated customer experiences in 2016 and beyond. These are:

  1. Omnichannel Customer Experience
  2. Mobile Customer Care
  3. Web Customer Care
  4. Social Media Customer Support
  5. Customer Engagement Analytics
Best-in-class brands continue to raise the bar for highly personalized and effortless customer experiences in these areas. These experiences help cement long-term customer relationships and build greater brand loyalty and advocacy. As a result, these companies are able to attract, retain, and grow more customers than their competitors, while keeping service costs lower.

Companies will be vetted through a rigorous two-stage evaluation process. The first stage will involve completing an application questionnaire. The questions posed will cover a range of customer engagement capabilities and business outcomes.  Responses will be scored and graded against other applicants within each of the five categories.  Companies can choose to apply in one or more categories, provided responses are complete for each section.

Companies that qualify will then move to the second stage for evaluation by a judging panel. The panel of judges will include experts from the industry and Frost & Sullivan research analysts.

Selected winners will be recognized at the Frost & Sullivan Customer Contact West Executive MindXchange in October, 2016.

Brief Description of Recognition Categories
  1. Omnichannel Customer Experience: This category will recognize companies for excellence in Omnichannel Customer Service strategy and implementation. This takes into account current and future customer engagement capabilities in traditional and digital channels.
  2. Mobile Customer Care: This category will recognize companies for excellence in customer care in mobile customer interaction channels. These include mobile apps, messaging, and integrated self-service and assisted service capabilities.
  3. Web Customer Care: This category will recognize companies for excellence in online customer engagement. This includes web self-service, chat, and integrated customer collaboration and support capabilities.
  4. Social Media Customer Support: This category will recognize companies for excellence in social media customer service. This includes internal channels such as customer communities and support forums, as well as external channels such as Facebook and other social media sites.
  5. Customer Engagement Analytics: This category will recognize companies for excellence in leveraging analytics to deliver differentiated customer experiences, while driving improvements in operational KPIs for the organization.
To apply or learn more, please contact Caryn Brown at:

Stephen Loynd, Global Program Director, Digital Transformation Group, Customer Contact, Frost & Sullivan, will be leading a VISIONARY INSIGHT session on Game Changing Technologies on the Horizon at our 12th Annual Customer Contact 2016, East: A Frost & Sullivan Executive MindXchange. Click here to register or learn more:

They Said What? Three Tips for Leveraging Social
Media to Bring the Voice of the Customer into the
Call Center

By Katie Laird
Director of Social Marketing and Public Relations

With the rise of Social Media, your customers have a platform to amplify their feelings, needs and wants on a scale that no businesses before us have ever had to contend with.  While the vast majority of businesses understand the importance of listening to their customers online, many still keep this valuable feedback in a silo within their Marketing or PR departments – never to see the light of day in the contact center.

Here are three tips to help you bring the Voice of your Social Customer front and center within your call center so that customer-facing contact center employees may also grow and learn from the candid observations and questions customers share on the social web.

  1. If it matters, visualize it – Be strategic in the way that you communicate information that matters to your organization across your call center floor.  If customer feedback on social media is important to your leadership, make sure the communication method matches the importance you place in it. Translation: Don’t stick it in an occasional email and hope everyone ‘gets it’.

    At the office, we prominently display live feedback about our brand on an enormous wall of monitors near the sales department entrance to ensure our salespeople understand the importance of their jobs to the overall customer experience.  This has prompted many interesting conversations around trends that sales reps are noticing on the phones as supported by social chatter and more than a few proud moments when a particular rep is praised online to an audience of thousands.

    It’s important to note that this visualization doesn’t really require a serious investment in video technology, if that’s not in the budget this year.  It’s all about customizing the communication to your company’s style and voice.  Perhaps you have a ‘Facebook Feedback’ whiteboard where you quote the latest happy customer and share some Facebook customer-generated ideas on how to improve in the future.  Or maybe it’s as simple as printing screenshots out and posting them on a break room bulletin board to honor the reps that provided Twitter mention-worthy service.  The point is, regardless of the medium, if you care about it – show it!  And show it consistently, frequently and strategically to drive the point home:  We value customer feedback from all channels in all forms.

  2. Bake Social and customer feedback into your culture! – If your company has historically eschewed Social Media for marketing or employee personal use, it may feel a little foreign to openly and actively embrace Social Customer feedback.  Take a couple of steps back and see how you, as a company and contact center, might be able to re-visit your approach to Social Media usage and monitoring.

    Cross-departmental collaborations with our contact center and Social Marketing departments have made it easier to not only find effective ways to get our customers to pro-actively share feedback, photos and videos on social media about their experience with our brand and products – but we have also, together, found interesting ways to encourage sales and customer service reps to happily push those social channels when they work with our customers.

    This collaborative approach to the Social Customer voice further increases the likelihood that we’ll get customer feedback worth talking about AND gets employees talking about it too!  We complete the circle by featuring contact center rep stories, photos, videos and customer projects on our social channels to help them grow their personal brands and further increase the attention our contact center pays to social channels and the customers that prefer to engage there.

  3. Think beyond the comment card – One last thought on allowing the social customer voice to play a larger role in your contact center is to re-think what it means to receive customer feedback.  At a certain point, your standard QA-ing of phone calls and post call surveys will only get you so far in learning what your customers love, dislike, need and desire.  And, let’s be honest, sometimes we get bored seeing the same old reports with the same old kinds of content.  Let’s get creative in how we bring the customer voice into our daily conversations.

    Consider how and what you solicit from customers and what an easy test to gather unique customer content might look like using social as a data gathering platform.  Think beyond the typical kind of customer feedback you ask for (‘on a scale of one to awesome, how likely are you to…’) and take advantage of the mobile nature of social to ask customers for richer content.  Nearly every one of our customers has -- or has access to -- a smart phone with a great camera for photos and video.

    Our contact center reps respond incredibly well to the variety of customer photos, video testimonials, Tweets, voice mails and hand written thank you cards that we collect and share.  Different employees respond to different kinds of feedback and different customers prefer to leave feedback in different ways – so it works well!

    Whether you display this data on a Jumbotron or simply find unique newsletter content that strikes up conversations and healthy competition (who received the most Facebook mentions this month?), there are few more cost effective and downright interesting ways to feature the voice of your, very social, customer.
Katie Laird is the Director of Social Marketing for, the world's largest online window covering store that was recently acquired by The Home Depot. Katie oversees public relations, Social Media Marketing and customer referral program efforts.

She is currently most excited about building personal brands within the organization to grow community outreach and sales.  With an extensive background in web marketing and social media strategy, Katie is a champion of connecting smart people with brand experiences and products that matter.

UPIC Health Focuses on Culture
Social Takes Care of Itself

By Mary Tucker
Founder and Chief Executive Officer
UPIC Health

My company doesn’t have a social media strategy. And we are overwhelmed with growth (best problem to have!) having increased our topline revenue by 24% in only our first year of operation, with another 30% increase on track in 2016.  

My company doesn’t have a social media strategy. And in an industry where employee engagement is low and attrition is high, my company suffered a minor 10% attrition in 2015 – and we learned some lessons from that 10%!  
Our remaining team consistently brings new ideas to better serve our clients, their patients and each other.

What’s going on here?

Digital Disengagement

I proudly pronounce from time to time I was an early adopter of LinkedIn.  Early in 2003, I was living and working in Atlanta, GA and a friend and colleague sent me a note with a link to join because somehow he knew so and so who started this “company” and “its really cool – so just do it.”  I recall doing as I was told (I trusted my friend and colleague)  and once on the site recall thinking how much easier it could make recruiting and vetting potential employees! What a great idea - I needed to spread the good word!  And so I started sending notes to more friends and colleagues stating “a friend of mine knows so and so who started this company and it’s really cool……”  And these folks signed up and my network grew.

Jump to 2016 and only 1 of our employees has a LinkedIn profile, and it’s not up to date.

When I was dragged onto Facebook in 2009, I recall delighting in finding old friends I hadn’t seen in years and reconnecting in a way that satisfied my human need for community without actually having to leave my sofa!  Like a never ending cocktail party, I could choose which conversations to engage in and when to leave without having to suffer through long goodbyes and accusations of being a party pooper. 

50% of our team has abandoned Facebook altogether with the remaining 50% stating “I’m not really into it so much anymore.”

Twitter remains a mystery to me despite my having an account – a point of view shared by nearly everyone on my team.  We often laugh together at the idea that communication can be summed up as a “tweet” – as though we are all a flock of birds flying in formation, shouting instructions at each other through hashtags.

Social Service Myth

In September 2015, Marketwire published a study conducted by Mattersight* whose two key findings were:

  • Only one percent of millennials want to contact a company via social media for service issues;
  • More than half of millennials prefer to call a company for customer service, yet 85 percent report experiencing a negative person-to-person service interaction in the past year.

The study goes on to summarize that “millennials crave emotional connections from their communications.  Whether at work or in a social setting, with friends or with brands, millennials prefer direct human interactions that are based on respect -- and their expectations are rising every day.”

My company experiences this phenomenon every day as phone calls to our Patient Interaction Center continues to increase with each iteration of digital solution in care, optimized to simplify the patient experience.  Sometimes – most times – a patient just wants to hear a kind and caring voice assuring them the awful disease they think they have after exhaustively researching their symptoms on WebMD is very likely NOT what they’re suffering from but hey “why don’t you come and let’s get you checked out.”

Rethink Social as “Access to Kindness”

Armed now with personal experience validated by data we decided to focus our Brand position entirely on our culture and let social media take care of itself – as and IF it makes sense to our culture.  We are dedicated to continuously increasing team empowerment through continuous training and knowledge management;  we define our Brand through our “E’s of Use” – Empathy, Engagement and Efficiency – as our tongue in cheek nod to technology while celebrating the best of human to human contact; we drive the message that social engagement is ONLY valuable when in support of enlightenment and perpetuating good will toward each other.     We apply these ideals internally as well as in service to our clients.   We embrace conflict without falling victim to it – as so often happens on Social Media.   

Social Media for the purpose of collecting followers or “likes” is meaningless – and your audience knows it.  Using Social Media to simplify connecting to an empathic human being whose sole purpose is to serve – powerful.

Mary Tucker has over eighteen years experience successfully launching, leading and transforming award winning multi-channel consumer interaction centers. Her primary focus is delighting customers.

Before launching UPIC Health, she was Director, National Contact Centers and Patient Experience Consultant for Planned Parenthood Federation of America. Previous positions include Director - Global Consumer Experience, Philips Consumer Lifestyle and Vice President, Computer Generated Solutions, Inc. 

She was recently named a 2015 Brava! Award Winner by Smart CEO Magazine.

Mary Tucker, Chief Executive Officer & Founder UPIC Health, will be moderating Strategic Thinkers Only: A Forum for Seasoned Customer Contact Executives
at our 12th Annual Customer Contact 2016, East: A Frost & Sullivan Executive MindXchange. Click here to register or learn more: