CRM Evolution

Wednesday, Mar 16

Sessions Brought to You by CRM Evolution


CRM1. Aligning Employees and Customers for Best-in-Class Total Experience

Wednesday, March 16: 11:00 a.m. - 12:00 p.m. (ET) / 8:00 a.m. - 9:00 a.m. (PT)

There are many challenges businesses face today, not only the regular challenge of maintaining loyalty and acquiring new customers, but there is also the significant strain of staffing and retention resources within the business as a result of the Great Resignation. How can today’s leading companies compete with diminishing internal resources while delivering best-in-class customer experiences?

While many have invested in digital technologies to help customers help themselves, it’s crucial that businesses apply those same technologies to helping employees deliver great service experiences. This is the key to support growth and creating an optimized total experience approach. Mark Smith, VP of Digital Engagement Solutions at CSG, will explain how to apply these strategies for a better holistic experience by operationalizing from the inside out, and will cover real-life success stories from financial services, retail and telecommunications customers.


, VP of Digital Engagement Solutions, CSG


Backstage Chat with CSG

Wednesday, March 16: 12:00 p.m. - 12:15 p.m. (ET) / 9:00 a.m. - 9:15 a.m. (PT)

Join us for a Backstage Chat after the main presentation concludes for an informal chat with our speakers and moderators. Bring your most perplexing questions and ask our experts!


, Partner, CRM Essentials

, Managing Principal, The 56 Group, LLC and & Author, CRM at the Speed of Light, AND The Commonwealth of Self-Interest: Business Success Through Customer Engagement


CRM3. The 5 Customer Service Traps that Derail Growth

Wednesday, March 16: 2:00 p.m. - 3:00 p.m. (ET) / 11:00 a.m. - 12:00 p.m. (PT)

High-performing companies drive growth with customer service—we’ll show you how. We took data from over 97,000 Zendesk customers across 21 countries and have identified 5 traps that can derail growth. In this session we’ll spotlight these traps and share strategies for avoiding them.


, Senior Director of Product Marketing, Zendesk

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