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SUMMARY:CCNG October Town Hall Led by John Sorenson\, Owner & Executive Consultant\, CypressCX
DESCRIPTION:RSVP by emailing jillian@ccng.com \nCustomer Experience in the Omnichannel World: Ensuring Seamless Journeys Across Voice\, Chat\, Messaging\, Social\, etc.\nCustomers expect seamless\, personalized\, and consistent experiences across all channels — phone\, chat\, SMS\, email\, social\, and self-service. Yet most contact centers still struggle with silos\, incomplete data\, and inconsistent service quality. We’ll discuss how to create truly integrated omnichannel journeys\, the obstacles we face\, and the best practices that are working in our organizations. \n\nWhat we’ll cover:\n\nIntegrating data across channels — unified view of the customer\nEnsuring consistency & context when switching channels\nMetrics/KPIs to measure omnichannel success\nTechnology/vendor challenges & how to choose/integrate\n\n\n\n\nMeet Your Member Facilitator\n \nJohn L. Sorenson is a dynamic\, seasoned Customer Experience Executive\,\nrenowned for his strategic leadership and transformative impact in\nlarge\, complex organizations. With a proven track record of driving\nbusiness transformation and strengthening customer relationships\, John\nexcels in steering major organizational changes\, optimizing processes\,\nand championing emerging technologies that elevate both customer and\nemployee experience. \nJohn is the owner and Executive consultant of CypressCX Consulting\n(cypresscx.com) with over ten years of consulting experience partnering\nwith large corporations\, small businesses\, and non-profits to achieve\nhigh levels of customer and employee engagement success while\nsignificantly lowering operating costs. \nJohn’s recent role as SVP\, Director of Customer Experience at Truist\nmarked a significant phase in his career\, where he led 5\,000 customer\nexperience providers through the merger between BB&T and SunTrust.\nPost-merger\, John led efforts to optimize CX and to introduce cutting-\nedge technology transformations\, including CCaaS and AI to automate\nregulatory processes and enhance customer journeys. Under his\nleadership\, Customer Satisfaction (CSAT) soared by an impressive 25%\,\nsurpassing target expectations. \nThroughout his career\, John has demonstrated a profound capability in\noptimizing CX processes and contact center operations achieving\nmillions in cost savings and enhancing CSAT scores by as much as 26%.\nHe has successfully led over 30 mergers and acquisitions showcasing his\nadeptness in blending processes\, organizational structures\, leadership\,\ntechnology\, and customer experience strategies. \nThroughout his career\, John has consistently delivered exceptional\nresults\, leveraging his expertise in leadership\, team building\, and cross-\nfunctional collaboration. John builds diverse\, high performing teams\nthat deliver innovative customer solutions that drive customer\nsatisfaction and employee engagement.
URL:https://ccng.com/event/ccng-october-town-hall/
LOCATION:Online
CATEGORIES:Online Event,Only Members
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