Convergys Webinar
Customer Experiences: The Impact of Channel Choice

Customer Experiences: The Impact of Channel Choice

In light of the ongoing shift toward technology-enabled service options like chat and mobile, customer experience professionals across the country are left wondering, "What impact does customer preference have on channel selection?" Further, the effect that channel-jumping has on key performance metrics -- like satisfaction and loyalty -- remains unanswered.

As companies continue to evolve their multi-channel service delivery strategy, customer 'effort' must remain a primary focus. Reducing effort requires a clear understanding of channel behavior. But what do today's customers want, how do they behave, and where can companies apply these insights?

Join Convergys' John Georgesen, Ph.D., Senior Director of Analytics Solutions, to learn:

  • Where customers go first for support -- and where they want to go
  • What impact issue complexity has on the channel of 'first choice'
  • How companies can mitigate the impact of poor cross-channel experiences
  • Why your website plays a key role in cross-channel success

Convergys invites you to watch this recorded webinar:

Date Aired: Thursday, February 21, 2013

Speaker: John Georgesen, Ph.D., Senior Director of Analytics Solutions

Complete this form to watch the recorded webinar or download a PDF of the presentation:
 
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Speaker Biography

John GeorgesenJohn Georgesen, Ph.D., is Senior Director of Analytics Solutions. John has practice responsibility for delivery of all research analytics. John leads a team of analysts and statisticians in providing analytic services for Convergys' clients. These offerings include interpretative analytics, marketing science, and predictive modeling. Additionally he has responsibility for developing and furthering analytic methodologies to support emerging needs in customer experience management.

With nearly 15 years of experience in customer-focused analytics, John specializes in developing analytic and statistical techniques that not only answer business questions but also provide actionable recommendations for implementation. He and his team integrate data mining approaches with traditional marketing research and predictive modeling techniques to provide customized solutions that span the customer lifecycle.

Prior to joining Convergys, John served as an analytic consultant focused on marketing research and medical research clients. He has published research in a variety of professional journals and is an active conference speaker and writer.

John received his M.A. in Experimental Psychology from Wake Forest University. Subsequently, he received his Ph.D. in Social Psychology at the University of Kentucky.

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