Leading customer experience analyst to cover the customer ecosystem in Intradiem webinar

Importance of customer journey in relation to the multichannel contact center to be addressed

ATLANTA, GA (October 29, 2013) – Intradiem, the leading provider of intraday workforce management solutions, will host a free webinar on Thursday, Oct. 31, 2013 at 11 a.m. EDT. The webinar, “No more lip service: customer experience in the age of the customer,” will provide information on how to connect critical points in the customer journey to their interactions with your company representatives to deliver a superior customer experience. Free registration is available here.

Guest speaker Kerry Bodine, vice president and principal analyst in Forrester Research, Inc.’s customer experience research practice, will be joining Intradiem CEO Matt McConnell for an interactive and live web event. Together, their customer experience expertise and insights will provide a lively discussion regarding the importance of the customer experience and address the key focus areas for companies to connect the customer journey with the customer experience.

As Kerry Bodine writes in the Forrester report, The Customer Experience Ecosystem, “Even companies that make customer experience a strategic priority struggle to implement major long-lasting improvements. That's because they fail to connect behind-the-scenes activities to customer interactions. These firms need a new approach to customer experience management: one that considers the influence of every single employee and external partner on every single customer interaction.”

* Webinar attendees will delve into the customer journey and learn how to operationalize improvements by covering: 

* The real business value of customer experience What a customer experience ecosystem is — and why it’s important 

* What concrete actions to take to drive customer experience

“More often than not, companies put forth a fixed workforce to assist customers, and they’re doing so within an environment that’s constantly changing,” said McConnell. “This puts a company at risk for missing opportunities to delight their customers. This might mean that a customer waits too long and hangs up before making a purchase or that the agent doesn’t have the right skills to help a customer. Companies need to create a workforce that can adapt to these ever changing conditions in real time.”

Intradiem is the only complete Intraday Automation solution provider for frontline workforces including Contact Center, Back Office, Retail and Mobile. The SaaS-based solution automates intraday management and real-time processes and turns frontline workforces into real-time workforces that can adapt and respond to changing conditions and events throughout the day. The result is a more agile frontline workforce that can adjust in real-time to deliver a dramatically better and more consistent customer experience at reduced cost. Over 300,000 frontline workers use Intradiem's solution every day.
Media Contact
Melissa Spies, Marketing Manager, Intradiem
mspies@intradiem.com  |  888.566.9457