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SpeechTEK 2015 - Tuesday, August 18, 2015
TRACK C: OMNICHANNEL EXPERIENCES
C204 – PANEL: Is Customer Experience Truly Omnichannel?
2:45 p.m - 3:30 p.m
MODERATOR: Vicki Broman, Manager of User Interface and Research Teams, CTI and Speech Solutions - eLoyalty® a TeleTech Company Phoenix Fire Department Crisis Counselor;CHt
Allyson Boudousquie, VP Market & Product Strategy - Concentrix
Daniel Padgett, Software Engineer - Google
Michael Pell, Director of Design Services, Professional Services - Interactions Corporation AVIS, Boy Scouts of America
Deborah Rapsinski, Chief Customer Experience Officer - Think Tank Partners

Consumers expect information to be readily available no matter what channel they choose, and companies have provided access to this information via IVR, web, mobile apps, email, SMS, chat and in-person with live agents. The goal is a seamless experience for customers no matter which channel they select or how they move among channels. Panelists in this session critically examine how successful companies have been at providing a cohesive omnichannel experience, detail examples of broken experiences, and explore strategies for improvement.




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