This webcast was originally broadcast on:
Tuesday, March 27, 2012 02:00 PM EDT / 11:00 AM PDT
Many organizations give homage to customer experience improvement initiatives yet when asked to sign a check and give credence to the talk they falter. A pressing question then becomes how do you get buy in for your customer experience management (CXM) program from the rest of the organization and especially your C-Suite? According to research “only 15% of organizations say that they are effective at maintaining a consistent customer experience across channels.” In this webinar we will explore the value and challenges of building an effective CXM program as well as the tools that help you deliver memorable customer experiences.
Hear from top customer experience experts Ingrid Lindberg, Customer Experience Officer of CIGNA and Stacy Leidwinger, Senior Director Product Management of Vivisimo as they discuss how organizations can give themselves a competitive advantage by elevating their customer experience delivery.
Attendees will learn how to:
- Overcome challenges in building a CXM program
- Improve the interaction between customer facing professionals and customers
- Empower employees with knowledge and promote active engagement
- Leverage applications that empower the organization and improve the overall customer experience
- Decision makers responsible for a company’s Customer Experience Management strategy
- Anyone responsible for Customer Experience Management (CXM) or Voice of the Customer (VOC)
- Call center operations, customer experience, customer satisfaction, account management or customer service leaders.
Stacy Leidwinger
Senior Director Product Management
Vivisimo Inc.
Stacy Leidwinger serves as product management director for the Vivisimo Velocity Information Optimization Platform. In her role, she assists in driving product roadmap, market requirements, product positioning as well as interacting closely with customers and partners to understand their information challenges. Stacy graduated from Allegheny College with degrees in Computer Science and Managerial Economics. She completed her senior comprehensive project surveying the technical and economic value of Customer Relationship Management. She also holds her MBA from the Katz School of Business at the University of Pittsburgh.
Ingrid C. Lindberg
Customer Experience Officer
CIGNA Corporation
Ingrid Lindberg was named Customer Experience Officer of CIGNA Corporation in January, 2008. As the first customer experience officer in the health service industry, Ingrid is a national and internationally recognized expert for changing corporate culture, its language and practices, and making customers the "center of our universe."
With more than a decade of experience in customer engagement, and a diverse background in change management, customer strategy development, product development, and operations, she is responsible for developing and overseeing the implementation of CIGNA's corporate-wide customer strategy.
Among her accomplishments, Ingrid and her team have delivered the industry's first 24/7/365 customer service operation for all CIGNA's medical, dental and pharmacy plans; and had completely redone all of the company's customer communications materials, including, the customer Explanation of Benefits which is now is one of only three in the health service industry to earn an Excellent designation for Clarity, Content and Design in an evaluation by DALBAR, Inc.
In addition, Ingrid and her team have earned CIGNA top Gartner 1to1Customer Relationship Management Summit awards for two years in a row, including: Exemplary Customer Strategy and Delivery of an Excellent Customer Experience. She was also named one of Business Insurance magazine's Women to Watch in 2009 and her work for improving customer understanding by more than 100 percent was highlighted in a case study done by IBM Global Business Services.
Moderator
Juliana Kenny
Web Editor
TMCnet
Juliana Kenny is a Web Editor for TMCnet focusing on customer relationship management as well as call center, VoIP, and telecom-related news. She graduated from the University of Connecticut with a double degree in English and French, and is a member of TMCnet’s video newsroom team covering daily news as well as the ITEXPO conferences on camera. Juliana brings editorial experience from the creative literary magazine industry as well as the beverage and label markets to the editorial team at TMCnet.
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