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August 13 - 15, 2012
New York Marriott Marquis
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SpeechTEK 2012 - Tuesday, August 14, 2012
C201 – Understanding Customer Journeys
10:45 a.m - 11:30 a.m
MODERATOR: Max Ball, Director, Solutions Management - Genesys Telecommunications

Cross-channel customer contact is a reality, but understanding how, when, and why customers choose one channel and switch to another is a challenging problem. Nguyen presents a method of understanding customer experience as a journey, which is comprised of a series of tasks that lead to a specific outcome that must be woven together into a seamless and intuitive experience. Cascio discusses building customer experience maps and life cycle journeys to drive customer loyalty and provide superior experiences.

Customer Experience Strategy Designed from the Customer's Journey
Patrick Nguyen, Chief Technology Officer - [24]7.ai
The Customer Journey: Creating innovative solutions by building customer experience maps
Elaine Cascio, Vice President - Vanguard Communications Corp

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