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 Mobile Smartphone Applications, The Next Frontier in Customer Service

This webcast was originally broadcast on:
Monday, December 05, 2011 02:00 PM EST / 11:00 AM PST

In today’s competitive marketplace, consumers have more choices than ever when it comes to selecting a vendor for their mobile phone, Internet or cable/satellite services. With providers becoming increasingly equal in terms of price point and technology, customer service has become the differentiator that often sets providers apart. For service providers looking to set themselves apart and create unique and positive customer experiences, mobile smartphone applications are becoming the next frontier in customer service.

What Attendees will Learn:
  • What impact does a positive experience have on consumer spending and willingness to refer others?
  • What impact does a negative experience have on customer loyalty?
  • Are consumer willing to use mobile applications for customer care?
  • How will enabling customer care through mobile applications impacts brand perceptions?
  • What mobile care capabilities exist today?
  • Can mobile care applications create a positive customer experience while reducing costs?
Who should attend:
  • VPs and Directors of Customer Care in PayTV, wireless, wireline, and broadband service providers
  • Anyone responsible for improving the customer experience
  • Marketing executives charged with enhancing revenue across channels



Presenter

Scott Kolman
SVP Marketing
SpeechCycle

Scott brings more than 20 years of experience in the communications industry, As Senior Vice President of Marketing, Scott is responsible for driving industry awareness of the company’s groundbreaking SmartCare Mobile solution and guiding the company’s go-to-market strategy. With high-tech marketing experience spanning product marketing, strategic alliances, industry and channel marketing, market management and marketing communications, Scott is a recognized marketing professional with expertise in the customer care industry. Scott has a Bachelors of Arts in Advertising from San Jose State University.


Dan Soulas
Managing Director
Echo Research

Dan has been in the research industry for over 20 years. He advises clients on the benefits of research as they relate to differential messaging in marketing communications and brand positioning, better understanding stakeholder motivations, and how to enhance the customer sales process. Dan has extensive experience in the areas of corporate reputation, marketing communications, message development, product design, market segmentation, research for public release and thought leadership.


Moderator

Stefania Viscusi
Editor
TMCnet

Stefania Viscusi is an established writer and avid reader. She is a 2005 graduate of Albertus Magnus College, Magna Cum Laude. She currently holds a Bachelor’s degree in English and a Bachelor's degree in Communications. Stefania has had four of her poems published by “Breakwater” (an Albertus-run literary magazine) and completed a successful internship with the Connecticut Trust for Historic Preservation as a Public Relations Specialist.


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