Webinar: Expert Predictions for the Future of Customer Service

Digital disruption has already revolutionized industries and the customer service industry is no exception. Digital interactions now account for more than 42% of all interactions taking place inside contact centers across the globe. At that current rate, digital is expected to overtake voice in 2018. Is your contact center ready? Join HGS VP of Solutions and Capabilities Lauren Kindzierski together with special guest John Gibney, Senior Customer Service Manager, Jarden Consumer Solutions as they cover:

  • Tips for getting started on the digital transformation journey
  • Best practices for measuring digital success
  • Lessons learned from Newell and AI integration
  • Determining whether channel guidance or channel preference is the right framework
  • Strategies for implementing and improving text message customer service






Wednesday, April 25, 2018

1:00 PM EDT

Speakers:

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John Gibney
Senior Manager, Consumer Service

John has been bringing CPG brands such as Crock-Pot, Mr. Coffee, and Sunbeam closer to consumers for the past 10 years. John began his career in Organizational Development and Training before moving into Consumer Service Operations and now, Consumer Experience. Currently, John is responsible for the digital transformation of consumer support and engagement; utilizing Salesforce Clouds, Live Chat, SMS notifications, Conversational SMS, and Knowledge Base platforms to empower, enable, and engage consumers in pursuit of their loyalty and advocacy. John has a Bachelor’s Degree in Sports Management and a Master’s Degree in Industrial/Organizational (I/O) Psychology; both from Springfield College in Massachusetts.

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  Lauren Kindzierski
   VP of Solutions and Capabilities

  • Ranked 39 out of the Top 100 customer experience influencers in a report published by Onalytica 
  • Over 10+ years incubating and implementing innovative marketing, social media, and customer experience solutions 
  • Recognised by Crain’s Detroit Business as a member of the “Twenty in their 20′s”