Listen to the latest webinar in Convergys’ Relationship Management Series titled, Customer Experience Strategy: Aligning Your Enterprise with Customer Thinking.
Bruce Temkin, Vice President Customer Experience for Forrester Research, and Steve Ardill, Vice President of Business Transformation for Convergys, explore the current state of customer experience, and discuss how you can successfully create a customer experience that is both memorable and cost effective through a better understanding of your customers’ viewpoints.
Temkin shares current research on customer experience, including insights into companies’ current obstacles to success and their progress to date. Ardill discusses the importance of the customer experience scorecard to achieve success, and offers insight into how you can more effectively align your enterprise to significantly transform your overall customer experience.
Listen to our experts and learn about:
- The current state of customer experience including obstacles and progress
- Insights into understanding your customers’ viewpoints
- How aligning your processes with customer viewpoints will provide a superior customer experience
Convergys invites you to attend this Webinar:
Date Aired: |
Thursday, June 5, 2008 |
Speakers: |
Bruce Temkin, Vice President Customer Experience, Forrester Research |
Complete this simple form to watch this webinar:
Speaker Biographies
Bruce Temkin serves Customer Experience professionals. He is a leading expert in how companies build differentiation with customer experience through corporate wide strategies and initiatives. Bruce was instrumental in the development of many of Forrester's customer experience evaluation methodologies and training courses. During his nine years with Forrester, Bruce has led the company's financial services and customer experience practices. His research focuses on the business strategies, operational processes, and organizational structures required to create and sustain superior customer relationships. Bruce has authored several Forrester Big Idea documents on customer experience: Scenario Design: A Disciplined Approach To Customer Experience, The Customer Experience Value Chain, and a new concept called Experience-Based Differentiation.
Steve Ardill leads Convergys' Business Transformation Consulting practice as part of the company's Global Consulting Services organization. He brings over 21 years of consulting and industry marketing, sales and customer service experience gained in North America, Europe and Asia. Steve began his career as a brand marketer in the consumer goods industry where his focus was on building brand equity through programs that leveraged a deep understanding of his customers' needs. He then took this experience into the consulting industry where he has worked with clients across industries to define and deliver customer-focused solutions that have blended people, process and technology elements to achieve strategic business results.
Prior to joining Convergys, Steve served as a member of the senior leadership team with Technology Solutions Company where he led the Customer Experience practice. Steve has also held senior customer-focused practice leadership roles with EDS, A.T. Kearney, and Ernst & Young.
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