Presented By: Elaine Cascio, VP, Vanguard Communications; Mike Monegan, VP, Voxify
Co-sponsored By:  Microsoft Tellme
On Demand Date: March 2011 

Elaine Cascio, VP, Vanguard Communications, an expert in contact center self-service strategy, knows how successful financial services and insurance companies leverage interactions in multiple channels to drive customer loyalty.  In this webcast, she describes four ways to blend high tech and high touch to enable better service and more customer-centered interactions.  Hear how one insurer is building customer satisfaction with insurance policy purchases.  Learn how a consumer credit company is driving customer loyalty while collecting automobile loan payments.  Learn how to anticipate and respond to customer interactions throughout the customer lifecycle. Understand the key elements and best practices that make high tech, high touch customer interactions successful.

Mike Monegan, VP, Voxify, discussess how to implement high tech, high touch customer experience in financial services and insurance companies.  Learn how you can take human-to-human interaction examples and leverage unique advantages with technology to achieve a similar or greater effect.  Mike will also discuss how companies can use existing data to identify the caller audience, predict why a customer or business partner is calling, and engage the best resource for resolution. 

In this webcast you will learn:• How companies in financial services were able to achieve improved service and increase sales
• Four ways to blend high tech and high touch to achieve customer-centered interactions
• How to use multi-channel data from different parts of the company to obtain a unified view of the customer
• How to measure success in high tech high touch customer interactions that affect the bottom line and drive customer loyalty 

	Elaine Cascio is Vice President of Vanguard Communications Corporation, an independent consulting firm that specializes in designing and implementing strategic solutions for customer contact.  Elaine is responsible for Vanguard’s customer experience and self service practice, and manages projects in customer contact strategy, voice response, speech, and self service design. She has over twenty years of experience in customer contact assessment, voice response application development, and user interface design.
	Mike Monegan manages the application design and development functions at Voxify and has overseen 8 years of increasingly sophisticated applications for a wide variety of industries. Mike’s focus is on making Voxify the speech self-service industry leader in intelligent speech applications, rapid development models, and managed application services. A 21-year veteran of technology and leadership roles, Mike previously managed the R&D team at IQ Commerce, ran his own consulting company, and held technical leadership positions at NeXT, Apple, Symantec and HP. Mike holds both a BS and MS in Computer Science from MIT.
Co-sponsor: