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SpeechTEK 2012 - Monday, August 13, 2012
C104 – PANEL: Challenges of Cross-Channel Experiences
2:15 p.m - 3:00 p.m
MODERATOR: Lizanne Kaiser, Sr. Principal Business Consultant - Genesys
April McGee, VP, User Experience Strategy - Human Factors International
Jamey White, Human Factors Consultant, Customer Information Technology (CIT) - Convergys
Tobias Goebel, Senior Director Emerging Technologies, Product Management and Marketing - Aspect Software, Inc.

Customers are enthusiastically embracing the multiple methods now available for communicating with organizations, but this poses new challenges. Enabling customers to use self-service via smartphone applications provides more opportunities for customers to use self-service, which has a huge potential benefit to organizations. This panel discusses how these benefits will only be realized when organizations develop and adhere to cross-channel strategies that provide customers with a consistent, intelligent, and engaging experience across channels.

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