Exceeding Customer and Employee Expectations in the Experience Economy (Webinar)

Date: March 29,^, 2022

Time: Three air times:

• Americas: 2 p.m. ET (Eastern Time)
• EMEA: 11 a.m. GMT (Greenwich Mean Time)
• APAC: 11 a.m. SGT (Singapore Time)

To compete in today’s experience economy—where feelings matter most and customers make purchase and brand decisions on how organizations make them feel—it’s critical for organizations to deliver the experience customers expect.

As the current Great Resignation has shown, employees make career decisions on the experiences they have with their organization, colleagues, systems, tools, and customers.

Are you prepared? Or is your business struggling with the Engagement Capacity Gap that arises when customer and employee expectations exceed your ability to deliver? Join our panel of experts as they discuss strategies for bridging this gap and evolving your business to meet the demands of the experience economy, including:

• What the Experience Economy is, and how it’s impacting customer and employee engagement
• Strategies for leveraging the cloud to refine and redefine customer and employee experiences
• How your organization can solve the Engagement Capacity Gap 

Moderator:

Nancy Jamison

Industry Director, Digital Transformation Practice

Frost & Sullivan

Nancy Jamison is an Industry Director within ICT at Frost & Sullivan. She covers all aspects of customer contact, with a particular focus on peripheral and emerging areas that impact the Customer Experience. These include speech and AI-enabled customer contact solutions, omnichannel customer care, digital marketing, and process automation. In addition, she covers how solution providers within the contact center space fit into greater ESG goals.

Prior to joining Frost & Sullivan in 2012, Nancy spent 15 years as President and Principal Analyst at Jamison Consulting, and was an Expert team member at UC Strategies. Prior to her own consultancy, she was a Principal Analyst with Gartner Group and Dataquest. For more than a decade she also has been a regular columnist with Speech Technology Magazine. 

Celia Fleischaker

Chief Marketing Officer

Verint

Celia Fleischaker has more than 20 years of enterprise software marketing experience, and currently serves as the Chief Marketing Officer for Verint, responsible for developing and executing brand and marketing strategies to build Verint’s success as a leading provider of customer engagement for thousands of organizations around the globe, including 85 percent of the Fortune 100. 

Simon Harrison

SVP and Chief Marketing Officer

Avaya

Simon Harrison is Senior Vice President and Chief Marketing Officer, leading the global marketing function to engage new and existing customers and partners, drive adoption of the company’s software solutions, and support Avaya as the leading player in a dynamic digital communications market. 

Simon joined Avaya in 2020 from leading research and advisory firm, Gartner, where he was research director and lead analyst for the Unified Communications and Contact Center market. In a career spanning more than 25 years, he has been a thought leader, product strategist, marketer and consultant in the communications solutions industry. Prior to Gartner, he held leadership roles in Marketing, Sales, Product Marketing and Product Management for companies such as Cirrus, Vocalcom, Siebel Systems and others.