Analysts Discuss: How to Retain Customers and Grow Your Business

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Chris O'Brien, Marketing Communications WriterAs consumers, we can’t help but be aware of the power shift that’s occurring in today’s marketplace. It is no longer considered acceptable for a company to deliver “adequate” customer service. Today’s consumers will not wait for a business to provide the customer experience they expect – they will simply look to a competitor who can. 

Right now, customers are demanding:

  • Choice in how and when to interact with your company (web, mobile, IM)
  • Continuity across channels so information does not have to be repeated
  • The right answer the first time, every time

How can your business equip itself to meet these immediate demands while staying nimble enough to respond to tomorrow’s market dynamics? You can’t afford to stand still, but you also can’t afford to make incremental changes without a larger vision for next generation customer contact guiding your efforts. So what is the solution?

We’ll attempt to answer this question Dec. 11 during our panel discussion with top industry analysts, Future-proof Your Contact Center to Retain and Grow Your Customers.

This informative, interactive session will provide you with new ideas to unite the enterprise through next-generation customer contact, build and sustain stronger customer-company relationships and contribute to bottom line results. We’ll hear from:

Kate LeggettKate Leggett
Principal Analyst, Forrester Research

Kate is a leading expert and research analyst focused on helping organizations establish and validate customer service strategies as well as prioritize and focus customer service.

Sheila McGee SmithSheila McGee Smith
Founder & Principal Analyst, McGee-Smith Analytics

Sheila is a recognized communications industry analyst and strategic consultant focused on helping enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers.

Daniel HongDaniel Hong
Lead Analyst, Enterprise Telecoms, Ovum Research

Daniel heads the global customer interaction research and consulting practice and is responsible for the strategic direction of contact center and self-service technology research.

Register now and make plans to attend on Dec. 11 at 2 p.m. ET: Future-proof Your Contact Center to Retain and Grow Your Customers:  An Analyst Discussion.


Chris O’Brien, Marketing Communications Writer, develops and designs content for a wide range of Aspect communications and social media applications. She continually monitors consumer trends to ensure that marketing messaging aligns with industry best practices and meets customer expectations.

Read more about next-generation customer contact:

Chris O'Brien