On Demand - Live Date 4/24
Building Recognition in the Enterprise
Customer service does not exist in a vacuum. It depends on other parts of the organization in order to deliver delightful customer experience. It is critical for companies who have made the commitment to build an effective customer centric environment to align the various touch points in their organization correctly so that the can effectively implement such an initiative. What is an effective organizational alignment for a customer centric enterprise? What steps are needed to achieve these goals? How do you know you are there?
Your Workshop Leader
Ken Landoline - As Program Manager within Yankee Group’s Enterprise Research team, Mr. Landoline specializes in enterprise telecommunications products and applications, including PBX, key and hybrid telephone systems, interactive voice response, speech recognition and analytics, contact centers, and IP telephony. Prior to Yankee Group he held analyst positions with The Robert Frances Group, and Giga Information Group where he was responsible for developing voice telephony services and creating industry-leading research in the areas of voice and data convergence and technology evolution in the telecommunications marketplace. In these roles he advised Fortune 2000 end-user companies, vendors and investment institutions in the development and implementation of telecommunications systems and services with special emphasis on multichannel contact centers, speech applications, and VoIP technology. Previous to his analyst career, Ken held positions in marketing and product management at AT&T, Fujitsu America and Siemens Communications where he focused on strategic planning and market segmentation strategies for the business telephone systems divisions of these global telecommunication companies.
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