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The Next Generation Customer Experience - Getting Ahead of the CX Curve

 Presented By: Genesys-Angel

Presented By: Patricia Lughezzani, Vice President, Customer Support, Marketo; and Dave Toliver, Director of Customer Success, Angel 

On Demand Date:  October 2012  

More and more, those that manage their organization’s customer experience strategy find it difficult to keep up with customer needs and expectations. With the multitude of ways to interact with customers today from chat, social, SMS, phone, and mobile it’s no wonder organizations struggle to develop a comprehensive CX strategy that can put them ahead of the competition.


In order to get ahead of the CX curve, businesses need to be continuously innovative and put the customer first to determine how they will evolve in the future. In this webcast we guide you through the next generation CX strategies that will ultimately delight customers and improve customer satisfaction and brand loyalty.


You will learn how to:

  • Plan, implement and measure the success of your customer experience strategy
  • Turn real-world CX struggles into real-world successes by getting ahead of the CX curve
  • Define the next generation customer and how to exceed their expectations

Plus, learn how one leading organization turned their mediocre contact center into a world-class next generation contact center.  Listen to this webinar and discover why it is important to stay ahead of the customer experience curve.


About the Presenters 

angel.David_ToliverDave Toliver, Director of Customer Success, Angel  

Dave is an accomplished Customer Experience professional with more than 7 years at Angel (SaaS-based IVR and contact center solutions provider) and more than 15 years of experience working with and leading in-house teams across a number of industries including pharmaceuticals, healthcare, software/technology, legal and retail. At Angel, Dave oversees development of existing customer solutions and programs to make sure all current customers are taken care of and on the bleeding edge of customer experience technologies. Prior to being the Director of Customer Experience, Dave led lead generation and marketing communications activities at Angel including web and blog updates, social media and content marketing, SEO/SEM, PR and online advertising efforts.



marketo.PLughezzani Patricia Lughezzani, Vice President, Customer Support, Marketo 

Patricia leverages more than 17 years of international business experience in building, revitalizing and optimizing organizations related to support, development and end-to-end customer-centric workflow. As the company’s VP of customer support, she leads the global expansion of Marketo’s support operations, rolling out support enhancements and leveraging Marketo’s Community and other self-service channels to drive continuous improvement of support offerings. Most recently, she served as VP of global customer support at SumTotal Systems. Previous positions also include, VP of worldwide sustaining engineering for business objects and VP customer support, CRM for People Soft.



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