The rapidly changing digital environment of the modern business world has brought along new standards for interactions between businesses and their customers. The “Modern Customer” has different, and higher, expectations and requirements in terms of how to be serviced, and it takes a “Modern Business” to meet these.
Join this 45 minute webinar session to dig deeper into exactly how customers’ expectations have changed, and be inspired as to how your business can adjust to meet these and offer a better customer service experience for your customers. To make things real we will learn which challenges CGI as a business were facing due to new demands from their customers, and see how they have transformed into now having a digital and modern customer service platform in place. CGI will share insight on their “makeover” and also elaborate on some of the advantages and benefits the new setup offers to them, and to their customers.
With us we will also have Matt Bateson; a true customer service guru! Matt will give his view on the way the customer service landscape has evolved over recent years, and how businesses in general need to change to keep up with the current trends.
Please note: Among all participants on this webinar, ten winners of a free ‘Customer Service Evaluation Package’ will be drawn.
Head of Customer Service, Customer Service Managers, IT department, Project Managers, Community Managers, Social Media Managers, Marketing Managers and other relevant C-level decision makers.
10:00 | Introduction by Wednesday Relations
Mats Gustafsson, VD och Grundare, Wednesday Relations
10:05 | Service Industry
Matt Bateson, Strategy Director, Oracle
10:15 | How CGI is meeting their customers` expectation with modern customer service
Johan Toresjö, Director Consulting Services, CGI
10:40 | Summary and closing
As CX Strategy Director at Oracle, Matt’s passion is helping organisations unlock value from CX in order to drive sustainable business growth. His own experiences of leading large service teams provides him with a perspective very much entrenched in the realities of what it takes to run a critical business function. An appreciation of how service leaders must balance the day-to-day challenges with the pressure of delivering against larger, long term business goals, underpins Matt’s ability to help organisations make practical decisions about their existing and future CX requirements.
Johan have many years of experience in the CRM/CX arena, both as a consultant and as a manager. Today Johan is the manager of a team of professional consultants in the CRM/CX scene in the retail segment at CGI and he is also the CRM practice lead Sweden at CGI.Johan’s mission is to constantly add new value to his customers, making them better at what they are already good at. Giving them the ability to continue to provide good service at the same time as their customers’ demands for service constantly change moving forward into the future.
With more than 420,000 customers and deployments in more than 145 countries, Oracle offers a comprehensive and fully integrated stack of cloud applications, platform services, and engineered systems.
To thrive in today's customer empowered environment, brands need to deliver the best customer experiences when, where and how customers want it. Oracle Service Cloud combines Web, Social and Contact Center experiences for a unified, cross-channel service solution in the Cloud, enabling organizations to increase sales and adoption, build trust and strengthen relationships, and reduce costs and effort. The enterprise platform provides transparent reliability, unmatched security, and total Cloud freedom for mission critical customer experience delivery.
Can you keep up with rising consumer expectations and proliferating communication channels? You can with Oracle Service Cloud.
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