Deliver cross-channel journeys 151 Filed under - Archived Content, Genesys Genesys are hosting an educational event on 30th April 2014, focusing on delivering a consistent experience across all channels. The event is taking place at the Customer Experience Centre in Surrey, and marks the first in a new series of events hosted by Genesys. The event features a live case study of ABN AMRO – a Dutch state-owned bank. Like many large companies, it initially took to social media for reputation management. The company was in the middle of a merger and wanted to monitor customer feedback on Twitter, forums and Facebook closely, to pre-empt any kind of backlash, so they got a monitoring platform and started listening. Over the past three years it has developed a sophisticated social customer service set-up with a specialist team, embedded in the customer service department, which is responsible for daily monitoring, engagement and problem resolution for customers. Richard McCrossan, Digital Channels at Genesys will also be making an appearance as a guest speaker. The Agenda 10:30 – Arrival and coffee 11:00 – Increase customer loyalty with great CX 12:00 – Interactive demos 13:00 – Lunch 14:00 – Customer presentation 15:00 – Panel discussion: ‘Where do you take your company from here?’ 16:00 – Close Click here to register Author: Megan Jones Published On: 23rd Apr 2014 - Last modified: 22nd Mar 2017 Read more about - Archived Content, Genesys Related Reports 2024 Contact Centre Buyer’s Guide eBook: Five Trendsetters in CX Innovation Report: Customer Experience Horizons Checklist: Supercharge Customer Experience Teams with AI Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter