Event Details | Event Overview | Speaker profiles
Date: February 28, 2013
Time: 11:00 - 12:00 PM ET
Duration: 60 minutes
Speakers: Kate Leggett, Principal Analyst, Forrester Research
Gopal Devanahalli, Vice President, Products, Platforms and Solutions – Energy, Utilities, Communication and Services Business Unit, Infosys
Moderator: Brian Cantor, Managing Director, Brand Strategist and Business Growth Architect, IQPC
The customer service experience is today more than just an interaction with contact center. It is a strategy spanning the entire organization – from marketing and sales to finance and legal.
This interactive webinar will take the participants through strategies for building an integrated service experience in a multichannel environment – for customers, agents, supervisors and enterprises. Leading analysts and industry practitioners will talk about the latest trends in the service industry and how they went about building a service ecosystem. We will also talk about some real-world examples and look at the various tools and methodologies that organizations are using to enhance their service experience.
This webinar will give an in-depth perspective of the service industry and what it takes to build a seamless service experience across channels and enterprise.
Who should attend?
Customer service executives, contact center supervisors, and leaders from customer experience industries
Kate Leggett Principal Analyst, Forrester Research
Kate serves application development and delivery professionals. She is a leading expert on customer service strategies. Her research focuses on helping organizations establish and validate customer service strategies, prioritize and focus customer service projects, facilitate customer service vendor selection, and plan for project success. Kate has extensive industry experience, with more than 10 years of leadership at customer service software companies, where she held senior product marketing and product management roles. She is also a published author on customer service trends and best practices. Kate earned a Bachelor of Science from the University of Toronto and a Master of Science from the University of Pennsylvania.
Gopal Devanahalli Vice President, Products, Platforms and Solutions – Energy, Utilities, Communication and Services Business Unit, Infosys
Gopal has over 20 years of professional services experience, and has spent the last 13 years at Infosys. In the current role, he is focused on developing Intellectual Property-led offerings of Infosys to help global corporations drive their business objectives of revenue growth, profitability and asset efficiency. Gopal has an Engineering Degree in Computer Science from Birla Institute of Technology & Sciences, Pilani and a Post Graduate Diploma in Management from the Indian Institute of Management, Calcutta. Gopal is the Co- chairman of the Bangalore Chapter of the International Association of Outsourcing Professionals (IAOP).
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