Creating the ideal customer engagement environment costs money, but it will cost even more if you don’t make the investment. Learn to prove the value of your strategic investments in digital care, online communities, and social media marketing with an ROI calculator, plus, take steps to establish a roadmap to digital maturity.
Wednesday, October 14, 2020 at 2:00 PM - 2:30 PM CT
Grigor Kotzev, Khoros, Global Head of Business Value Consulting
Leah Knowles, Alteryx, Manager, Global Community Engagement
Kimberly May, Flexera Software, Vice President of Support Services
Khoros CCO, Staci Satterwhite, sits down with customer experience leaders from Google and Intuit, Kathleen Garrity and Matthew Knell, to hear what digital-first transformation means to them and what they’ve learned along the way. Learn firsthand from some of the leaders in customer-focused innovation.
Speaker: Staci Satterwhite, Khoros , CCO
Speaker: Matthew Knell, Intuit , Principal Product Manager, Out-of-Product Help Experiences and Intuit Communities
Speaker : Kathleen Garrity, Google , Head of Community & Social Engagement, Google Devices & Services
Keynote speaker, Nilofer Merchant — author, businesswoman, and tech expert — will share her years of expertise and thought leadership as she discusses digital transformation and engagement along the theme of her renowned topic: Onlyness, the distinct value of each of us. Learn what it means to connect in a digital world and why customers appreciate it.
Speaker: Nilofer Merchant, author, businesswoman, and tech expert
Tuesday, April 20
11am AEST | 11am BST | 11am CT
Deflect expensive calls to messaging conversations
Customer service calls are expensive and inefficient, and deflecting them used to be very difficult. With Apple’s new rich mobile messaging channel, Apple Business Chat, brands can easily deflect calls, reduce costs, and create rich experiences that increase customer satisfaction.
In this 30 minute session we’ll examine:
Messaging entry points: There’s a mix of entry points brands can use to invite customers to message instead of calling. Learn when and how to use very direct or subtle organic entry points to deflect calls.
Apple Business Chat’s most powerful feature: Chat Suggest detects when an iOS user is about to place a call, and gives the option to message instead. See how it works, and learn why it’s poised to transform the contact center.
How to get started: Get a clear path to planning use cases, engaging Apple and Khoros experts, and turning on Apple Business Chat — everything you need to start deflecting more calls to rich messaging conversations.
Not able to join us? Don’t worry. We’ll share a recording of this digital discussion with everyone who registers.