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Employee Engagement - The Hidden Secret to Customer Engagement


Presented By: RingCentral

Live Date: September 24, 2019. PLEASE SIGN IN FOR THE RECORDING.

Presented by: Omer Minkara, VP & Principal Analyst, Contact Center &

Customer Experience Management, Aberdeen and

Max Ball, Director, Contact Center Marketing, RingCentral

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About the Webcast

A recent Aberdeen study revealed that product features and pricing is not as important as a successful interaction with your customer.

So, how do you build better customer interactions? The answer is surprising.

Experts now believe employee engagement may hold the key to CX success. In particular, when companies enrich employee communication and collaboration, employees become more invested in the organization, which can double customer satisfaction rates when compared to their peers. Join this webinar to learn:

  • How employee engagement influences CX programs
  • Top drivers of employee engagement
  • How best-in-class firms boost employee engagement
  • How emerging elements, such as AI, influence employee engagement and CX results
  • Real-life success stories from firms that transformed their CX results through employee engagement


About the Presenters

Omer Minkara, VP & Principal Analyst , Contact Center & Customer Experience Management, Aberdeen

Omer Minkara is the Vice President, Principal Analyst at Aberdeen, researching Best-in-Class practices and emerging trends in the technologies and business processes used to enhance customer experience across multiple interaction channels (e.g. social, mobile, web, email and call center). He has an MBA degree from Babson College, where he participated in the launch of a technology company, creating a customer acquisition and engagement strategy, and developing all the operational and financial forecasts for the enterprise.

Max Ball, Director, Contact Center Marketing, RingCentral

Max is passionate about helping companies better serve their customers and has spent most of his career in the Contact Center space focusing on the customer experience. He has worked in a variety of roles including Product Marketing and Management, and Sales and Professional Services for a variety of companies including Genesys, IBM, and 8x8. In his role as Director of Product Marketing for RingCentral's Contact Center offerings, Max focuses on how RingCentral can help companies transform how they engage with their customers to build closer relationships to enhance customer loyalty and value.