Whether you’re in charge of customer care with a mandate to reduce AHT, the Chief Digital or Experience Officer looking to reduce customer effort with digital transformation, or a CTO looking to leverage your existing assets within a digital framework, Leslie will provide research based pragmatic advice on how to get your organization started with digital transformation.

Jacada, Inc. has invited Leslie Ament, SVP Research & Principal Analyst at Hypatia Research Group, to share her expertise via a webinar on how organizations are better able to plan for digital transformation with a pragmatic, phased approach through the lens of various stakeholders.

Session: Is Your Business Addressing Digital Transformation for Customers?

When: May 19, 2016, 1:00 p.m. – 2:00 p.m.

Register and learn how forward thinking organizations digitally transform customer engagement, interaction and support processes.

Don’t miss out on exploring industry trends on how to approach digital transformation in bite-sized phases conveniently designed from the point of view of various stakeholders within your organization.

Bpm’online has invited Leslie Ament, SVP Research & Principal Analyst at Hypatia Research Group, to share her expertise on how next gen CRM technology can help stakeholders transform their businesses into truly customer-centric enterprise thanks to advanced customer journey management.

During the webinar, Leslie Ament will talk about why tech-savvy, modern consumers are no longer impressed with the current personalization level. Today, enhanced customer journeys should start with a deep understanding of the customer behavior and preferences, which is a backbone of enhanced customer experience.

All investment in customer engagement solutions should reduce the customer’s effort, be seamless, and encourage interaction via all preferred channels while providing stakeholders analysis and multi-channel visibility into customer preferences, behaviors and purchases.

Session: Next Generation CRM for Enhanced Customer Journeys: from Leads to Loyalty
When: February 23, 2016, 2:00 p.m. – 3:00 p.m.

Register and learn how top performers use customer analysis and insight:

• Improve enterprise level operational business processes;
• Guide marketers, sales professionals and contact center agents on best practices for customer engagement and/or offer management;
• Redesign workflows and use of business process automation to configure and/or automate repeatable processes;
• Realize that customer engagement intelligence doesn’t reside only in a CRM application: it lives throughout and beyond the enterprise;
• Transform into a truly anticipatory customer-centric enterprise by replacing inside-out business processes (resource optimization) with purpose-built business processes designed from the outside-in (customer focused).

Don’t miss out on learning how next generation CRM can be the right tool to transform business into a customer-centric enterprise providing a seamless consistent experience while your customer makes a journey from a lead to loyalty.

Digital Transformation: How Creating Business & IT Alignment Improves Customer Engagement Outcomes

This session provides insights into how IT and marketing functions view primary accountability for the results of customer engagement initiatives. Learn which goals organizations should set for exploiting big data for customer engagement excellence and innovation, which information sources are critical and important for effective customer engagement, best practices for creating alignment between line-of-business and IT executives, benchmarks on maturity levels in omni-channel customer engagement initiatives, how to select the right performance metrics for assessing ROI, and average ROI gained as a result of successful deployments. Presented by Leslie Ament SVP of Research, and Principal Analyst, Hypatia Research Group. Hosted by CRM Evolution

Session: Digital Transformation: How Creating Business & IT Alignment Improves Customer Engagement Outcomes
Where: CRM Evolution 2016  at the Omni Shoreham Hotel in Washington, D.C.
When: Tuesday May 24 2016, 1:45 p.m. – 2:30 p.m.

Voice Biometrics: Best Practices in Reducing Call Center Identity Theft, Fraud and Risk 2016

Customer Identity Authentication in the age of digital interaction, customer engagement and commerce is a highly necessary component in protecting customers from fraud as well as for managing business risk. While many organizations often consider a certain percentage of fraudulent transactions as an acceptable (risk calculation) cost of doing business, the bigger issue is how to prevent fraud and identity-theft related losses while enhancing the trust, quality and security of the customer experience. Two distinct – and possibly conflicting – motivations overshadow the discussion on customer identification authentication (CIA).

On the one hand, organizations want to improve customer service, which means dealing with contact center queries quickly and efficiently. On the other, organizations want to improve risk management. That means limiting to as small a percentage as possible fraudulent attempts at credit card purchases, identify theft, prescription drug misuse, or other crimes. These two motivations overlap sometimes as well: organizations strive to assure customers that their call-center processes keep personal information safe and secure.

Session: Voice Biometrics: Best Practices in Reducing Call Center Identity Theft, Fraud & Risk
Where: SpeechTEK 2016  at the Omni Shoreham Hotel in Washington, D.C.
When: May 23, 2016, 3:15 p.m. – 4:00 p.m.

Using case studies and survey analysis, Leslie Ament, SVP, research, and principal analyst of Hypatia Research Group, will reveal insights into:

• The state of the market, including industries committed to it;
• Major software vendors providing CIA solutions & technology;
• Insights from Hypatia Research Group’s global survey focused on customer identity authentication;
• What to consider in the purchase and deployment of CIA technology;
• Benchmarks on maturity levels in Omni-channel customer engagement initiatives;
• How to select the right performance metrics for assessing ROI and average ROI gained as a result of successful deployments.

Bpm’online has invited Leslie Ament, SVP Research & Principal Analyst at Hypatia Research Group, to share her expertise on how next gen CRM technology can help stakeholders transform their businesses into truly customer-centric enterprise thanks to advanced customer journey management.

During the webinar, Leslie Ament will talk about why tech-savvy, modern consumers are no longer impressed with the current personalization level. Today, enhanced customer journeys should start with a deep understanding of the customer behavior and preferences, which is a backbone of enhanced customer experience.

All investment in customer engagement solutions should reduce the customer’s effort, be seamless, and encourage interaction via all preferred channels while providing stakeholders analysis and multi-channel visibility into customer preferences, behaviors and purchases.

Session: Next Generation CRM for Enhanced Customer Journeys: from Leads to Loyalty
When: February 23, 2016, 2:00 p.m. – 3:00 p.m.

Register and learn how top performers use customer analysis and insight:

• Improve enterprise level operational business processes;
• Guide marketers, sales professionals and contact center agents on best practices for customer engagement and/or offer management;
• Redesign workflows and use of business process automation to configure and/or automate repeatable processes;
• Realize that customer engagement intelligence doesn’t reside only in a CRM application: it lives throughout and beyond the enterprise;
• Transform into a truly anticipatory customer-centric enterprise by replacing inside-out business processes (resource optimization) with purpose-built business processes designed from the outside-in (customer focused).

Don’t miss out on learning how next generation CRM can be the right tool to transform business into a customer-centric enterprise providing a seamless consistent experience while your customer makes a journey from a lead to loyalty.

Whether you’re in charge of customer care with a mandate to reduce AHT, the Chief Digital or Experience Officer looking to reduce customer effort with digital transformation, or a CTO looking to leverage your existing assets within a digital framework, Leslie will provide research based pragmatic advice on how to get your organization started with digital transformation.

Jacada, Inc. has invited Leslie Ament, SVP Research & Principal Analyst at Hypatia Research Group, to share her expertise via a webinar on how organizations are better able to plan for digital transformation with a pragmatic, phased approach through the lens of various stakeholders.

Session: Is Your Business Addressing Digital Transformation for Customers?

When: May 19, 2016, 1:00 p.m. – 2:00 p.m.

Register and learn how forward thinking organizations digitally transform customer engagement, interaction and support processes.

Don’t miss out on exploring industry trends on how to approach digital transformation in bite-sized phases conveniently designed from the point of view of various stakeholders within your organization.

Effective Multichannel Interactions Require Contextual & Historical Awareness

Leslie Ament, Hypatia Research Group Senior VP and Principal analyst, will be presenting a roundtable webcast on the customer experience website CRMXchange  The webcast, Best Practices in Customer Engagement and Loyalty is scheduled for October 29. The focus will be on how companies are meeting customers’ expectations of being able to communicate via any channel of preference, while maintaining both historical and contextual awareness throughout all of their interactions.

Ament will reference recent HRG research which reveals that 70% of all global organizations now offer their customers the option of reaching them via multiple channels and discuss how companies are optimizing engagement through services and applications including mobile, digital, WebRTC, screen sharing/co-browsing and video. She will also explore best practices and trends that contribute to customer loyalty. For those interested in participating in this event, please contact info@crmxchange.com.

Hosted by CRMXchange (http://www.crmxchange.com).

October 29, 2015

Why Big Data Insights are Necessary for Effective Multi-channel Customer Engagement: Success Strategies for Practitioners

Hypatia Research Group researched how Customer Analytics & Insights affect multichannel customer engagement best practices. Using case studies and survey analysis, this session shares strategies for creating innovative customer engagement programs by developing alignment between IT, marketing, operations, and other line-of-business functions.

Presented by Leslie Ament, SVP Hypatia Research, attendees learn how IT, marketing, and line-of-business professionals view accountability for the results of these programs; why collaboration is necessary for success and how to effectively collaborate; goals for leveraging Big Data for customer engagement excellence and innovation; metrics for assessing tangible returns on investment; and which best practices are applicable.

Hosted by CRM Magazine / CRM Evolution 2015

Marriott Marquis, NYC / August 18, 2015 / Track B: 4:15 PM

Building a Culture of Customer-Centricity from the Top Down

Amazing customer centricity doesn’t happen by accident. Hear from leaders of some of today’s most customer-conscious brands and Hypatia Research Group’s SVP Leslie Ament about how they make the customer experience everyone’s business. “Operationalizing Enterprise Voice of the Customer: 2014-2015 Benchmarks & Vendor Galaxy Rankings”.

Moderator: Dave Fish, Ph.D., SVP Client Solutions, MaritzCX

Hosted by MaritzCX

How CRM, Big Data Analytics, and Multichannel Marketing Enhance Profitability and Customer Lifetime Value

“Attendees will learn which selection criteria, business process capabilities and decision support best practices are critical in making the right investment for their organization.” –Leslie Ament, SVP & Principal Analyst at Hypatia Research Group

Hosted by Brandeis University April 8, 2015! The symposium’s mission is to share expertise and promote discussion of the growing field of analytics. – See more at: http://nercomp.org/index.php?section=events#sthash.et9aj5yK.dpuf

How Big Data Insight Fuels Operationalizing the Customer Experience

“When it comes to VoC, most organizations are doing a little bit of everything, everywhere and in silos. Stop the madness! Be consistent and smart about how you approach customer feedback.”

-Leslie Ament, SVP, Research, & Principal Analyst, Hypatia Research Group

Hosted by CRM Magazine, published by Information Today, Inc.

Operationalizing Multichannel Voice of the Customer

“Branding isn’t about your logo or your font or even your marketing campaign anymore,” Leslie Ament, senior vice president of research and principal analyst at Hypatia Research Group, said. “It’s about how you treat your customers and how you empower your employees,” she added.

Hosted by CRM Magazine, published by Information Today, Inc.

How Big Data Insights & Marketing Impacts Customer Engagement Excellence
You heard it here first. Hypatia Research Group will reveal the results of “Big Boom in Big Data,” its recent study of IT and line-of-business executives on how Big Data analytics impacts customer management best practices and drives double-digit ROI.

Using case studies and survey analysis, Leslie Ament, SVP, research, and principal analyst presented one of the day’s keynotes; the other presented by Laura McLellan, VP Gartner Research.

Hosted by Direct Marketing News

How Big Data Analytics Fuels Customer Engagement

‘The morning keynote session was all about big data analytics. The speaker, Leslie Ament of Hypatia Research Group, was clearly an authority on the matter, and a good public speaker.”—Product Camp Attendee

“Leslie Ament, SVP of research and principal analyst at Hypatia Research Group. She delivered the keynote address entitled “How Big Data & Analytics Fuels Customer Management Excellence.”–Microsoft New England