Broadcast: 23 Mar, 2021 How Have Consumer-Brand Relationship Changed?

More information coming soon…

Speakers:

• Seema Keswani, Senior Director, Global Brand & advertising, Qualcomm
• Nick Ragone, Chief Markeitng Officier, Ascension
• Laurel Mintz, CEO & Founder, Elevate My Brand

Broadcast: 18 Feb, 2021 Kickstarting A Customer-Centric Culture

It is becoming clearer that top-class customer experience cannot be achieved without nurturing great employee experience. An organization’s CX goals can become a reality when everyone across the enterprise has adopted a unified, customer-centric mindset. But how do you kickstart a culture of customer-centricity? This webinar will explore the technologies, processes, tools & cultural shifts needed to install customer centricity into the heart of your organizational goals for 2021. Transformed consumer demands, coupled with the on-going digital age, mean that you now simply cannot afford to neglect a culture of customer-centricity.

• Great Customer Experiences Begin with Great Employee Experiences - Employees must understand how brand vision shapes their organization’s CX goals, and organizations must empower them to apply this vision to their day-to-day activities with the technologies, tools, data insights, and processes they need.
• Customer Centric Leadership – Learn how your organization can authentically become more customer-centric when it shifts to a corporate culture that prioritizes the needs of its customers and employees as much as its business objectives.
• The Digital Experience is the Human Experience - The digital experience not only informs our human experience, it is inseparable from it. Organization’s going through their own digital transformation face intense pressure to get customer experience right. Meeting consumer expectations & create customer journeys that engender the affinity and trust that can lead to customer love.

Speakers:

• Speaker: Jennifer Quinlan, Managing Partner – Enterprise Strategy & Interactive Experience, Americas, IBM
• Speaker: Lance Gruner, EVP Global Customer Care, Mastercard
• Speaker: Erin Pheister, VP Organizational Effectiveness, Nationwide
• Speaker: Doug Chaulk, Senior Director, Global Legal Premier Support, Thomson Reuters

Moderator:

• Nicholas Zeisler, Principle & Founder, Zeisler Consulting

Broadcast: 03 Dec, 2020 Meeting Consumer Demands for Frictionless Mobile Support Experiences

In the age of digitalization, loyalty is fleeting - Consumer demands are constantly evolving, and 2020 has seen a reinvigorated demand for digital and mobile experiences. As consumers spend more time and money via digital channels, it is imperative that your business does not neglect these channels and ensures top-class mobile & in-app support.

Synchronize Channels for a Seamless Mobile Experience - Leverage real-time data for a personalized experience, and fully embed self-serve, social, and chat into your mobile customer service offerings.

Remove friction, bolster retention & revenue, and eliminate bad user experience by providing dedicated, mobile-optimized support services.

Discover how to deliver a better mobile experience which will delight your users – Explore the opportunities for automation, asynchronous messaging & AI

Panelists include:

• Paul Teshima, Chief Client Experience Officer, Wealthsimple
• Matt Stein, VP of Products, Metromile
• Sarah Feldman, Head of Customer Care, Visible
• Janice Le, Chief Market & Product Officer, Helpshift

Moderator:

• Nicholas Zeisler, Principle & Founder, Zeisler Consulting

Broadcast: 17 Nov, 2020 The Return of Gamification and Creative

Brands and consumers understand that today’s landscape is noisier than ever with a never-ending stream of content available. In this space it’s easy to get fatigued and easier to ignore it. Creativity and gamification go beyond just entertainment. It’s the mechanics that compel us to play and engage. With such a vast application, the opportunity to create something truly outstanding and creative is in the hands of those who are ready to elevate.

Speakers include:

• Laurel Mintz, CEO, Elevate my Brand
• Jim Mollica, Senior Vice President Global Consumer Engagement and Digital, Under Armour
• Morgan Chemij, Senior Director of Marketing, CRM and UX, HP
• Quentin Moreau-Defarges, Head of Creative Strategy, Gameloft
• Ryan Reynolds, Global Social and Content Marketing Lead, Uber

Broadcast: 02 Nov, 2020 Voice of the Customer: Creating a Seamless, Personalized Experience That Boosts Loyalty

• With the rise in demand for digitalization seen in 2020, personal engagement with consumers via digital channels is more crucial than ever – Listen to your customers & learn from them in order to create a seamless experience that boosts loyalty & drives revenue
• Learn to leverage technology in order to analyze, summarize and act on customer feedback across channels, geographies, customer segments, etc.
• Real-time insights are a crucial piece of the puzzle - Understand the importance of the 'Voice of the customer' as a key driver for services delivery strategy & actions

Speakers include:

• Jasmine Kim, Chief Marketing Officer, Sutter Health
• Ana Pia Guzman-Briley, Director Customer Engagement & Loyalty, TGI Fridays
• Carol Tran, Former Head of Growth, Dolby
• Martijn Atell, CEO & Founder, VoteBash

Broadcast: 23 Oct, 2020 Boost Efficiency By Connecting With Customers More Easily

Providing world class service is worthless if you cannot reach your customer in their time of need. In this webinar we will discuss how new approaches to engaging your customers can improve response rates, reduce costs and increase trust and satisfaction scores.

• Increase service output. Boost efficiency by contacting your customer on their preferred channel at the right time.
• Improve answer rates. Eliminate unsuccessful exchanges and phone tag to keep your agents focused on service, boosting efficiency and CSAT.
• Protect your company’s reputation and get more calls answered. In today’s world in which consumers are being bombarded with nuisance calls and messages it is vital that you have a strategy to cut through the noise.

Speakers Include:

• Pete Poul-Graf, VP Global Service Desk, DHL
• Scott Ballantyne, Caller ID Reputation
• Nicholas Zeisler, Principal, Zeisler Consulting

Broadcast: 29 Sep, 2020 Travel 2021 - Ushering In A New Wave Of Innovation

Featuring live discussion with:

• Rob Paterson, Chief Executive Officer, BWH Hotel Group
• Betsy O’Rourke, Chief Marketing Officer, Xanterra Travel Collection
• Michael Ros, Chief Executive Officer, Bidroom
• John Nash, Chief Marketing and Strategy Officer, Redpoint Global
• Pamela Whitby, Editor, Reuters Events Travel

Broadcast: 23 Sep, 2020 Building the Ultimate Customer Service Workforce – Train, Motivate & Empower Agents

Reuters Events are excited to announce our next free webinar: Building the Ultimate Customer Service Workforce – Train, Motivate & Empower Agents. Join over 1000 customer care professionals and tune into this hour-long webinar which will provide you with crucial insights into the future of customer service from senior leaders at some of America’s biggest brands.

In an era where the customer is king, support agents are your most important resource - It is more important than ever to evaluate, improve and inspire agent performance. To ensure you are providing the ultimate customer experience, it is vital to have the strategies and processes in place which will allow your agents to thrive across all channels.

In this webinar we will discuss:

• Boost your customer service team’s performance - Optimize your quality operations and empower your agents by giving them visibility and real-time feedback on what they can improve. Keep them trained and updated.
• Centralize and automate your entire QA process - Ensure quality performance is always being monitored, measured, trained, recognized and rewarded to drive agent improvement & productivity
• Optimize agent performance across channels - Evolve your CRM to empower your agents with a more actionable understanding of your customers, no matter the touchpoint.

Speakers Include:

• Colin Crowley, VP Customer Experience, Freshly
• Emily Gray, VP Customer Success, Playvox
• Donald Hicks, VP Global Ops & Customer Experience, Twitter
• Doug Kramon, Senior Director Fan Support & Customer Care Ops, ESPN
• Nicholas Zeisler, Principal, Zeisler Consulting

Broadcast: 10 Sep, 2020 Amplify Your Brand with Higher Quality Communication and Experiences

Main topics of conversation include:

• Master purpose-driven marketing and ensure every communication and content piece drips with your brand’s personality and values
• Discover why brand management belongs to everyone – not just your marketing team, but every team with a customer-facing touchpoint, and how you can enable them to always have what they need to do right by your brand values.
• Learn how to align cross-functional teams to create a company-wide movement that understands the value of brand, and are enabled to act in accordance with it, and how that holistic approach to brand consistency impacts your company’s bottom line.

Speakers included:

• Gerhard Fourie, Director of Brand Marketing, Aston Martin
• Zeynep Yalim Uzun, CMO, Arcelik
• Janine Bosshart, Enterprise Solutions Manager, Frontify

Broadcast: 03 Sep, 2020 Purpose-Driven, Mission-Led Marketing: Why Purpose is Paramount to Building Trust Today

Accenture reported that 63% of global consumers prefer to purchase products and services from companies that stand for a purpose that reflects their own values and beliefs, and will avoid companies that don't. Fast forward two years... Life is uncertain and unpredictable across the globe and consumers are looking for something to believe in.

Join 1000+ CMOs and marketing leaders for a look into the power of brand purpose. What does your brand stand for? How does it live it's mission and values? How does your brand purpose provide the differentiation your consumers will not only purchase but also champion?

To answer these questions and more, we are bringing together some of the most passionate brand marketers, including:

• Barbara Shipley, SVP, Brand Integration, AARP
• Leela Srinivasan, CMO, SurveyMonkey
• Lisa Roberts, CMO, Yonder
• Laurel Mintz, CEO, Elevate My Brand

Broadcast: 19 Aug, 2020 Purpose-Driven, Mission-Led Marketing: Why Purpose is Paramount to Building Trust Today

Sponsored by Yonder

In 2018, Accenture reported that 63% of global consumers prefer to purchase products and services from companies that stand for a purpose that reflects their own values and beliefs and will avoid companies that don't. Fast forward two years... Life is uncertain and unpredictable across the globe and consumers are looking for something to believe in. What does your brand stand for? How does it live it's mission and values? How does your brand purpose provide the differentiation your consumers will not only purchase but also champion?

Speakers included:

• Barbara Shipley, SVP, Brand Integration, AARP
• Leela Srinivasan, CMO, SurveyMonkey
• Lisa Roberts, CMO, Yonder
• Laurel Mintz, CEO, Elevate My Brand

Broadcast: 23 Jul, 2020 The Customer Service Leader of the Future

It has never been more important to understand that customer expectations are rising and must be met head on by providing truly exceptional customer experience. A leader of the future that can identify the strategies that will lead your business towards a best-in-class customer service is a crucial piece of the puzzle. Empower your agents with the tools they need to deliver a radically personal experience on any channel, reduce resolution times and build lifelong conversations.

In this webinar we discuss:

• Arm your agents with the tools they need so that they can go beyond basic customer insights and provide a radically personal experience tailored to a customer’s history
• Go beyond omnichannel to any channel – Deliver a seamless experience that allows you to build meaningful relationships wherever your customer is
• Future-proof the base of your tech-stack to support the adoption of advancing technology and ensure your department stays ahead

Featuring:

• Mike Kuenne, Chief Customer Experience Officer, Extended Stay America
• Nigel Henry, Director of Customer Experience, Pizza Hut
• Mike McCarron, VP of Customers, Gladly
• Nicholas Zeisler, Principal & CX Strategist, Zeisler Consulting

Broadcast: 08 Jul, 2020 Transform the Way Your Business Responds to Customers Through Personalised, AI-Driven Interactions

AI-driven technology is changing the way brands interact with their customers and allowing for more accurate, well-informed responses. With the importance of customer service and experience departments highlighted in the past few months, it is expected there will be a sharpened focus on ways to maximise efficiency.

What innovations will make the difference? Is greater emphasis on automation the key to meeting customers’ expectations?

We at Reuters Events have brought together CX leaders from Starzplay, LoveHoney, Kiwi.com and Sodexo for an exclusive free webinar

Speakers include:

• Debbie Bond, Chief Commercial Officer, LoveHoney
• Danny Bates, Chief Commercial Officer, Starzplay
• Martin Ratolístka, Chief Order Processing Officer, Kiwi.com
• Trevor Gordon, Global Omnichannel Director, Sodexo

Broadcast: 24 Jun, 2020 Realizing a "New Norm" for Marketing: Customer Insights & Expectations

The economic impact of the global health crisis may vary depending on your industry, product, and geography, but the way customers choose to interact with brands will change irrespective of those factors.

As we pool resources to stay afloat during this challenging time, CMOs and marketing leaders are pivoting left and right, staying agile, and trying to understand this new consumer. No one knows for sure what the new norm is, but intuition isn't enough.

Speakers included:

• Andrew Strickman, SVP, Marketing, Realtor.com
• Don McGuire, Vice President, Global Product Marketing, Qualcomm
• Jonathon Morgan, CEO, Yonder

Broadcast: 24 Jun, 2020 Social Media & Authentic Digital Engagement: How Have Marketing Strategies Shifted?

This is a pivotal moment for digital marketers and a pivotal time for you.

That's why Reuters Events brought together marketing execs from some of the world’s most influential brands to share the tools and strategies to cut through the digital noise in an over-saturated market.

We'll explore these crucial topics:

• A dramatic shift to desktop: where are consumers spending their time?
• An audience is only the start – arm influencers with quality creative and ample direction
• TikTok's influence on video content and how to get it right

Speakers included:

• Doug Jensen, SVP Consumer Marketing Analytics & Innovation Insights, Enterprise Marketing, The Estée Lauder Companies
• Will Cady, Head of Creative Strategy, Reddit
• Sachin Puri, Vice President, Marketing, McAfee

Broadcast: 26 May, 2020 Shifting Your Content & Creative to Align with Cultural Phenomena

In times of disruptive change, content and creative directors are under a lot of pressure to share a consistent, clear and reliable message with their customers. So, how are the world’s most recognizable brands connecting with their customers?

Speakers included:

• Evan Jones, CMO, Fender
• Carol Tran, Head of Growth, Dolby
• Nicholas Zeisler, Former Director CX, HP