Flavio Martins to discuss challenges of customer experience programs in Intradiem webinar

Customer service expert to share tips for leveraging disruptive forces to improve the customer experience

ATLANTA, GA (November 7, 2013) – Intradiem, the leading provider of intraday workforce management solutions, will host a free webinar on Wednesday, Nov. 13, 2013 at 11 a.m. EST. The webinar, “9 Disruptive Forces That Can Derail Your Customer Experience,” will provide information about how customers perceive and interact with companies via frontline agent interactions to an online digital experience. 

Guest speaker Flavio Martins, VP of customer support at DigiCert, Inc. will be joining Intradiem CMO John Wolf for an interactive and live web event. Martins is an award-winning customer service blogger and customer service expert.

“While the customer isn’t always right, they are still the customer. It’s imperative that companies understand the nuances in how customers interact with a company and implement plans that help address the disruptions head on,” said Martins. “Many companies struggle with customer experience and think that customer experience programs are not cost-effective. However, great customer experiences drive the success of an organization. I plan to demonstrate that organizations can use customer experience as a competitive advantage to win customer loyalty.”

Webinar attendees will learn how to overcome the challenges that can interfere with a well-planned customer experience program and more about:

* The disruptive forces that unintentionally work against the customer experience process
* How planning can help prevent disruptions from destroying the customer journey
* How to use these challenges creatively to engage with customers

“Customers interact with companies across many channels as well as different workforces,” said Wolf. “Given that employees work within environments that are constantly evolving, it’s important for companies to implement processes that help each workforce react to these changes in real time.”