The Influence of Mobile on Consumer Engagement

Tuesday, October 19 - 11:00am-12:30pm

Gain insights from a panel of top industry brands about how they are leveraging mobile applications/technologies to make stronger connections with their customers and increase overall customer engagement and loyalty.  Key elements of the panel discussion will include:

• How mobile is becoming a major game changer in terms of the way companies engage with consumers. 
• How mobile introduces a new paradigm for customer engagement and what that looks like for today’s companies
• What the benefits and potential drawbacks are with mobile
• How mobile will impact the future of customer engagement

Panelists:

Eric Puterbaugh
Senior Director of Client Services
NM Incite

Eric leads the Telecom vertical client practice working with many of the leading carriers and OEMs helping them understand their social media market and initiatives. Eric has over 10 years of mobile experience prior to joining NM Incite. He worked at Nielsen Mobile with clients spanning application and game developers as well as other 3rd party companies involved in the fulfillment of mobile media services. Before joining the Nielsen team, he co-founded Nellymoser, a mobile application development company. Nellymoser developed streaming audio and video applications pre-smartphone days to Java and BREW handsets. The company still thrives today working on innovative applications across all platforms to help media companies engage with their customers through their connected devices. In his pre-mobile life, he worked for Continental Airlines in their Asia Pacific corporate financial planning group based in Guam. Eric is based in Boston.

Findings from the SOCAP Industry Benchmarking Survey
Tuesday, October 19 - 11:00am-12:30pm

Be the first to hear the new results from SOCAP’s 2010 Industry Benchmarking Survey in this Spotlight Session. The session will include a presentation from SOCAP research partner, COPC Inc., along with insights from some industry brands about the value of benchmarking to the customer care profession. The 2010 benchmarking survey covers six different industries and addresses key metrics such as Customer Satisfaction, Social Media, First-call Resolution, Operational Metrics, Quality Monitoring and Complaint Management.

Presenter and Panelists:

Cliff Moore is Chairman and Co-Founder of the Customer Operations Performance Center, Inc. (COPC).  Based on his extensive experience in performance management systems, Cliff led the research and working sessions that developed the COPC-2000® CSP Standard. He serves on the COPC® Standards Committee and has actively driven the adoption of the COPC-2000® CSP Standard both domestically and internationally. Cliff received his MBA from the Darden School at the University of Virginia and has a BS in Business Administration from Old Dominion University.

Julie Gauthier brings 23 years of experience in call center management, project management and strategic planning. She oversees 280 call center employees for the Desjardins financial group; the largest financial cooperative group in Canada with 6 Million members and customers. Recognized for her leadership and decisiveness, she has a well established reputation in the Canadian contact center industry.

Throughout her career, she managed inbound and outbound call centers both in the wireless and financial industries. With her extensive experience, Julie was chosen to implement the COPC 2000 standard in 2003 that led Desjardins to be the first financial institution in North America to be certified. Also, with a well known reputation in optimization, she was appointed by the board of directors to lead a 100 Million dollar cost reduction project throughout the Desjardins group of companies. With that came the major challenge of working around the organizational silos that had been in place for several years in order to implement best practices.  Finally, Julie has recently been named SOCAP's Canadian chapter Co-chair.

Marie Shubin is the Director of Global Consumer Relations at E&J Gallo Winery. The Gallo Consumer Information Center is the Voice of the Consumer at Gallo; providing 7 day service to consumers on over 100 wine, spirits and wine-beverage brands.  The Consumer Information Center is central to the execution of many CRM and Quality initiatives. Marie has been an active member of SOCAP since 1993, after attending her first conference in Nashville. From 1995-2000 Marie served on the national Board of Directors, and as Chairman of the Membership Committee, facilitated the new member orientation and buddy programs. She is a conference presenter and CRM contributor and in 1999 was awarded the SOCAP Article of the Year. Marie has a Bachelor's degree in Education from Arizona State University and an MBA from Western International University.