Exceeding Customer and Employee Expectations in the Experience Economy

To compete in today’s experience economy – where feelings matter most and customers make purchase and brand decisions on how organizations make them feel – it’s critical for organizations to deliver the experience customers expect. As the current Great Resignation has shown, employees make career decisions on the experiences they have with their organization, colleagues, systems, tools, and customers.

Are you prepared? Or is your business struggling with the Engagement Capacity Gap™ that arises when customer and employee expectations exceed your ability to deliver? Join our panel of experts as they discuss strategies for bridging this gap and evolving your business to meet the demands of the experience economy, including:

What the Experience Economy is, and how it’s impacting customer and employee engagement
Strategies for leveraging the cloud to refine and redefine customer and employee experiences
How your organization can solve the Engagement Capacity Gap

Watch the on-demand webinar to learn how leading brands deliver exceptional experiences while customer and employee demands continue to rise after the pandemic.

Presenters

Nancy Jamison

Industry Director, Digital Transformation Practice — Frost & Sullivan

Nancy Jamison is an Industry Director within ICT at Frost & Sullivan. She covers all aspects of customer contact, with a particular focus on peripheral and emerging areas that impact the Customer Experience. These include speech and AI-enabled customer contact solutions, omnichannel customer care, digital marketing, and process automation. In addition she covers how solution providers within the contact center space fit into greater ESG goals.

Celia Fleischaker

Chief Marketing Officer — Verint

Celia Fleischaker has more than 20 years of enterprise software marketing experience, and currently serves as the Chief Marketing Officer for Verint, responsible for developing and executing brand and marketing strategies to build Verint’s success as a leading provider of customer engagement for thousands of organizations around the globe including 85 percent of the Fortune 100.

Simon Harrison

SVP and Chief Marketing Officer — Avaya

Simon Harrison is Senior Vice President and Chief Marketing Officer, leading the global marketing function to engage new and existing customers and partners, drive adoption of the company’s software solutions and support Avaya as the leading player in a dynamic digital communications market. In a career spanning over 25 years he has been a thought leader, product strategist, marketer and consultant in the communications solutions industry.

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