Richard Snow, VP & Research Director, Customer & Call Center Practice, Ventana Research
Has your company experienced the change taking place in customer interactions? Social and mobile technologies have shifted the way we provide customer service. Forward thinking businesses are already making investments to ensure the best level customer satisfaction in every interaction. The most progressive companies have dedicated customer experience management technologies and use mobile and social computing technology to engage their customers real-time. This session will layout strategies to help companies ensure that customers are heard and engaged through the effect us of mobile, social, and collaborative technology. Learn how to optimize customer interactions through the use of a range of analytics and build a roadmap for 2013.
Richard leads Ventana Research’s Customer and Contact Center Management research practice. He conducts research exploring the people, process, information and technology issues behind customer operations management, contact center management, and customer experience management. He also works with senior business operations and IT managers to ensure that companies get the best performance from today’s highly complex application products.
Richard has worked in management and consulting leadership positions in the technology industry including with Price Waterhouse, Sema Group and Valoris. In his work, he has been involved with all aspects of delivering highly complex IT solutions to a variety of clients in the telecommunications, financial services and public sectors. Richard has specialized in delivering customer care and billing solutions for telecommunications operators, and several multi-channel contact centers for organizations in both the public and private sectors.
As an industry veteran with more than 30 years experience, Richard can be found on Twitter www.twitter.com/rjsnowvr at @rjsnowvr and on LinkedIn uk.linkedin.com/in/richardjsnow and reached via email at firstname.lastname@example.org and read his blog at richardsnow.ventanaresearch.com