Author Archives: vanguard

60 Ideas in 90 Minutes with Elaine Cascio

Mar 21, 2013
2:30 PM – 3:30 PM EST

This will be a fast-paced session with Elaine Cascio at the CRMXchange Multi-channel and Cloud Virtual Conference.  Elaine is a passionate advocate for customer-centric self-service design based on clearly defined customer experience and channel strategies.  Join her for for best practice ideas along with great tips to implement immediately.

Learn more or register now.

Building Loyalty with Your Multi Channel Customer with Elaine Cascio

March 19, 2013 
4:00 PM – 5:00 PM EST

Building customer loyalty is a key driver, no matter what business you are in. This session uncovers how you can stand out from the crowd, using the power of multi-channel communications, to engage customers in valuable conversations.

You will learn:

  • How to build a customer loyalty lifecycle to understand and anticipate your customer’s needs.
  • How to combine your customer’s past history, knowledge of location and segment preferences, with key moments of truth to design powerful tools for creating conversations.

We’ll discuss using speech, mobile devices, and social media in ways that empower and engage customers. Unlock the secrets of when and how to use specific channels – or a combination of channels – to drive customer loyalty.

Learn more or register now.


Measuring Multi-Channel Success with Don Van Doren and Elaine Cascio

March 19, 2013
11:30 AM – 12:30 PM EST
 Join Don Van Doren and Elaine Cascio for this keynote session at the CRMXchange Multi-channel and Cloud Virtual Conference.

2013 brings new opportunities to forge better connections with customers. There are new interaction capabilities—social media and mobile applications are examples—and new expectations on the part of customers. Understanding customer interactions across channels is both challenging and yet even more critical.Perhaps the most important aspect of multi-channel management is translating data into understandable measures of success. In this keynote, Elaine and Don discuss guidelines for every organization to consider when measuring multi-channel success. One key is the customer’s perspective—understanding from their point-of-view what they experience and how you’re treating them at key moments of truth. Another is to capture metrics that lead to operational effectiveness improvements in the center. Finally, measures must be able to show executive management how the center is contributing to strategic organizational goals.We’ll discuss:

  • Trending metrics and how they fit into your toolkit
  • Designing measurement solutions to get the data you need
  • Resources available for cross-channel tracking
  • Ways to measure costs, loyalty, and customer satisfaction

Join us for a lively conversation about the very real issues and challenges we all face when measuring multi-channel success. 

Learn more about the CRMXchange Multi-channel and Cloud Virtual Conference or register now.

Resolutions for 2013

an article by Elaine Cascio in the January-February 2013 edition of Customer Magazine  (free registration required.)