So, how do brands keep up? The answer lies in understanding not just who your customers are but how they experience your brand at every turn. This is where customer journey mapping becomes your secret weapon.

But here’s the thing: journey mapping has an image problem. According to Gartner, 83 percent of CX professionals say their organizations struggle to turn journey maps into meaningful improvements. Why? Because too many companies treat them as pretty visuals, not strategic tools.

In our latest magazine article from January’s issue of CX Insight magazine, we dig into why customer journey mapping isn’t just about identifying pain points — it’s about uncovering growth opportunities. We break down how leading brands are using journey maps to:

• Identify moments of truth that make or break customer loyalty.
• Optimize technology investments (yes, even that sleek new AI chatbot).
• Turn data into actionable insights that drive tangible business outcomes.

Moments of Truth: Where Loyalty is Won (or Lost)

Not every customer interaction carries equal weight. Some moments — like a seamless checkout, an empathetic support call, or an unexpected thank-you email — stick with customers long after the transaction ends. These are your moments of truth.

But here’s the catch: you can’t improve what you don’t see. Without journey mapping, these pivotal moments can slip through the cracks, leaving customers feeling unseen and unvalued.

Beyond the Buzzwords: Making Journey Maps Actionable

Journey mapping isn’t about creating a static chart to hang in the break room. It’s about:

1. Seeing the Full Picture: Connecting every touchpoint, from digital ads to customer support.
2. Breaking Down Silos: Aligning marketing, sales, and service teams around the customer’s experience — not just their KPIs.
3. Driving Real Change: Using insights to design experiences that surprise, delight, and retain customers.

We’ll also share how to:

• Identify your brand’s unique moments of truth
• Leverage AI to enhance (not replace) human insights
• Keep your journey maps alive and actionable across teams

Read the full article and discover how customer journey mapping can transform not just your customer experience but your entire business.

The post Customer Journey Mapping: Identifying Your Moments of Truth appeared first on Execs In The Know.

We all know the importance of a raving fan or brand ambassador. Those loyal followers that purchase your product or service time and again. They are willing to recommend you to others and share their experience with their friends. These individuals are pure gold to any business, but what about your internal advocates? Taking care of your own and growing a tribe from within will help to make your business a better place to work and help to spread your message organically through your employees.

Your employees, everyone from customer service representatives who may be the first point of contact, to individuals in HR or Finance, play integral roles in your business. They keep things running smoothly and ensure your customers have pleasant experiences. They can be happy and excited about their job and your brand – or the opposite – which could have a negative effect on other employees, your customers, and ultimately the success of your brand.

Corporate Journey Mapping

We’ve all heard of Customer Journey Mapping – tracking the journey or steps your customer takes to interact with your brand, make a purchase, submit an inquiry, etc. It’s often used as a means to discover what is working and where improvements can be made, to create a more convenient and pleasant customer experience. What not do the same thing internally in your organization and its various departments?

There are a number of areas you should examine to see if there is room for improvement. Start with taking a good hard look at your departments and try to understand the journey your employees have to take. Understanding department gaps can help you avoid disconnect, bottleneck, and save time and frustration for everyone involved. Next move on to the employee experience. Does everyone seem informed and on the same page? Do you have the proper training and technology? Are you creating a positive atmosphere, providing incentives, or providing encouragement and opportunity for growth? Do your employees seem happy and excited to come to work? This brainstorm session can help you identify what you currently have in place and where you’re falling short.

Here are a few main areas you might look to improve:

1) Culture & Transparency

It’s important, especially as your company grows, to try to maintain a consistent company culture across all sites or locations. You must first understand your company mission and values, and then be able to concisely communicate that to employees. Whether it be through a company document, video, or sit down meeting. Find a way for this education and on-boarding process to be fun and memorable.

Equally as important is transparency in the company. Employees like to feel part of the organization and the more that you take the time to inform people about changes in the company, additions, new sites, etc. you are only going to contribute to morale and have everyone on the same page. Try putting someone in charge of sending out a weekly company update, internal newsletter, or even a yearly company meeting where employees can ask the c-suite questions.

2) On-Going Training & Tools

Give your team what it needs to succeed. Having an on-going feedback loop is important to understand what is and isn’t working for employees. You can determine if investments need to be made in new technology, a more robust knowledge base, or if training modules need to be altered. On-going training is critical to give both higher level managers and the employees they’re responsible for the best chance they have to succeed; to comprehend and feel confident in their day-to-day duties.

3) Growth & Development

Every employee should be interested in growing and developing as a person, and if they’re not you should be encouraging them in this direction. Through periodical reviews constructive feedback can be a means to evaluate performance and make suggestions for personal improvement. Perhaps you can send certain employees to a customer experience conference, further education to help them in their position, or gift them a particular book they could learn from. The gesture doesn’t need to be expensive, it’s just important that it’s made.

4) Employee Engagement & Rewards

Is your work environment one that is positive and pleasant to be in? Whether it be through physical enhancements, company activities, incentives, or rewards – happier employees often translates to harder workers, and better experiences for your customers. Internal social networks like Jostle can help employees to feel connected and parties or activities for staff can help them to feel valued and enhance team morale. Even something as small as going out of your way to make conversation with your employees can go far.

It can be daunting, but above all remember to be kind. It really is as simple as thinking about how you would want to be treated and investing the time, energy, and money needed to create a positive work environment for your staff.

The post Corporate Journey Mapping & The Importance of Internal Advocates appeared first on Execs In The Know.

The following is a guest blog by Simon Herd, Director of Design Research at Sutherland Labs. For more information on Sutherland Labs, visit http://www.sutherlandlabs.com/. 

Many organizations have set up customer experience (CX) programs in the last 5 years, and they’re to be congratulated as it’s an important step to becoming an experience-led business.

CX programs don’t realize ultimate impact immediately, they have to prove themselves and earn trust within the organization and become true masters of their domain. Furthermore, the massive demand for talented CX professionals means that it can be difficult to get the right capability up and running quickly.

But once you have your team in place, how do you make sure resources are being directed in the right areas? Here are a few pointers for executives to watch for to help prioritize where CX capabilities should be directed to increase impact.

1. NPS/CSat scores but don’t have a clear sense of the why

NPS, CSat and other metrics are great as a warning signal of troubled waters, but they are limited in terms of understanding the ‘why’ – what’s motivating a positive or negative score? Engaging directly with customers to get to this ‘why’ – how people use services, when and where – gives context not only to negative scores, but also allows organizations to understand and build on positive experiences. Complementary activities such as social media analysis can add weight, but closer collaboration between CX and analytics teams is key to realizing a holistic view of the entire customer experience.

2. Journey maps that have been created without direct user engagement

Customer journey maps are an invaluable tool for aligning vision and road mapping the ideal customer experience. However, maps created only involving internal stakeholders, or using desk research and analytics can miss key insights and opportunities. If your organization has created maps in this way, they may not be in line with customer needs or priorities and there’s a need to get up close and personal with your customers.

3. Organization has too many customer journeys

If you have a journey map for your web experience, a journey map for your mobile experience, and yet another for your in-store experience you may be missing the bigger picture. It’s a common problem with internally focused CX teams and can be a symptom of being product (inside-out) rather than customer (outside-in) focused. Joining up all your customer experiences will help you frame your customer experience strategy and prioritize for impact.

4. Customer journeys are outdated

Remember that journey maps have a limited life span. Just as people’s behavior changes, and new products and services disrupt the competitive landscape, so too will your customer journeys. Journey maps don’t need to be constantly updated but setting realistic evaluation points will help capture the true current experience, and allow you to reframe and rethink your CX strategy.

5. CX teams lack staff who have a background in human behavior

New teams may be formed of members from product manager and marketing-related roles. These are great skills to have represented, but it’s crucial to go beyond this. The skills and mindset to understand human needs, motivations and behaviors are critical to identifying and prioritizing which design changes will have the biggest impact. For example, understanding ‘Motivation’ may not sound like it has a big business benefit, but motivation actually dictates how far customers will persist with a sub optimal product.

6. CX activity is focused at a product or channel level

Many months spent dedicating a team to developing an amazing mobile app can be severely undermined if the wider experience, such as phoning the contact center, is poor. Successful CX strategies seek to understand and optimize the entire customer journey.

7. Customer view based on demographics not needs, motivations and behavior

Behavior based personas based on real research insights provide the best way to understand what matters to your customer, and how to design for them. Traditional demographics are certainly an important element but more secondary when designing to improve customer experience.

8. No time spent observing customers use your products and services

Even the shortest period of time spent watching real use by real customers can provide a valuable reality check to all levels of stakeholders, from developer to CTO.

9. You and your teams don’t use your own products

Question why? This can be a telling indication of something that could be improved, and help align support for change. Aspire to inspire your teams.

10. International organization, but services haven’t adapted to local cultures

Small things can make or break you internationally and what’s acceptable in your culture may not be in others. For example, we recently observed cultural differences regarding privacy in Japan. Japanese customers were horrified if the last 4 digits of their credit card were shown online, whereas European audiences find it helpful.

For more information on customer journey mapping and where to start, join us November 2, 2016 for our webinar “Customer Journey Maps: A Tool When you Want Real Change.” Register now! 

The post 10 signs your CX program needs to work harder appeared first on Execs In The Know.

In this hour long session, Andrew Swartz will provide a straightforward introduction to user-centered maps, and discuss real-life examples of how different kinds of organizations have used them to solve a variety of problems, from diagnosing and fixing a problem that was causing cancellations of orders; to how to improve the patient experience checking into hospitals.

“We’ve seen this same problem with numerous organizations – most want to improve their customer experience, but many struggle with where to start,” said Chad McDaniel. “Our November webinar, with longtime partner Sutherland Global Solutions, is really going to give you a feel for how to correctly build a journey map and hopefully be a catalyst for change within your own organization.”

To register for the webinar visit https://goo.gl/3m0bTo.

About Execs In The Know

For over 15 years, Execs In The Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Examples of this can be seen at their Customer Response Summit events, roadshows, webinars, workshops, Blog Talk Radio segments, Industry Benchmarking Series, blogs, thought papers, and social communities.

To learn more about Execs In The Know, visit www.execsintheknow.com. For more information on their Customer Management Recruitment Solutions, visit www.justcareers.com.

 About Sutherland Global Solutions

 Established in 1986, Sutherland Global Services is a global provider of business process and technology management services. Sutherland offers an integrated portfolio of analytics-driven back-office and customer facing solutions that support the entire customer lifecycle. One of the largest, independent BPO companies in the world, it serves global leaders in major industry verticals. Headquartered in Rochester, N.Y., Sutherland employs over 38,000 professionals and has locations across Brazil, Bulgaria, Canada, China, Colombia, Egypt, Estonia, India, Jamaica, Malaysia, Mexico, Morocco, Philippines, Slovakia, Sweden, UAE, UK, and the United States.

 For more information, visit www.sutherlandglobal.com

 Media Contact

Alyssa Pitura
Director of Marketing and Brand Experience
info@execsintheknow.com
www.execsintheknow.com
@ExecsInTheKnow

The post Customer Journey Maps: A Tool When You Want Real Change – Webinar appeared first on Execs In The Know.

The Empowered CX – Rethinking Service for Mobile & Self-Help Panel ft. HGS, Nintendo, Expedia, and Target.

The following is a guest blog written by Richard Shapiro, Founder and President of The Center For Client Retention (TCFCR). To learn more about their solutions visit their website at http://tcfcr.com/.

Once again, Chad and Susan McDaniel orchestrated a stimulating and educational Customer Response Summit, this time in beautiful Seattle. The keynotes were insightful, panel discussions enlightening and thought-provoking and the attendees were always engaged. Of course, Chad and Susan know how to throw a party and every social event was fun, especially the extravaganza on Tuesday evening at the Tap House Grill. The 80’s were a great era and all the trinkets, music and dancing brought us right back to that decade. Without fail, the opportunity to network peer-to-peer was the pièce de résistance.

The conference began with a behind-the-scenes tour of the Envisioning Center and Digital Crimes Unit at Microsoft. Those of us fortunate enough to attend Monday’s afternoon event were appreciative of an inside look into this major corporation. A picture is worth a thousand words. Perfect way to begin.

Microsoft Tours During CR Summit Seattle

The 1980’s, the theme of the conference, highlighted where we were and how far we have come. Chad, our exemplary MC, began the symposium with several clips spoofing customer service, including one memorable scene from the Seinfeld TV series when Jerry was told there were no cars available even though he had a reservation. Apparently, car companies don’t always actually reserve a specific car; the request is only entered into the system; making Jerry extremely frustrated. The question to the audience: has service improved in the last 30 years? It depends!

The organizations participating in the Customer Response Summit are leaders in their industries. Every participant wanted to learn, share and brainstorm with the Best in Class so their company can improve and provide exceptional service across every channel.

The 80’s were a simpler time with two primary channels of communication: face-to-face and phone. Now, in addition, there is email, chat, text, apps, etc. Consumers are not only using various channels to communicate, they are vaulting between each one making it difficult, almost impossible, to track and serve consumers. It’s an especially laborious task when company budgets remain tight and the cost for technology increases exponentially.

Every survey is pointing to self-serve as a customer preference. But, when self-serve doesn’t provide the answer, consumers call. According to the report compiled and reported by COPC and Execs In The Know, Traditional Care still is the dominant player in a multi-channel world. Herein lies the challenge. Because the complexities of the issues are significant and consumers have many options for communicating with a company, knowing and tracking the consumer channel history is imperative. It not only helps provide a more personalized experience, it allows a company to target their resources and train associates in real-time.

The costs are high associated with adding new technology, educating agents how to respond with both empathy and constant new information, and hiring additional staff to keep up with demand. It is nearly impossible to close the service gaps. However, impossible is a word not in the vocabulary of the conference attendees. The goal is facing the issues and delivering solutions.

Scott Shute, VP of Global Customer Operations at LinkedIn Delivering his keynote

These were several major themes discussed at the conference:

• Many companies are relying on community forums to help provide support to their customers. In the past, it was possible to develop common scenarios and train staff to respond and be the only trusted source. Today there are so many combinations of software platforms, apps, etc., that relying on third party trusted advisors has become an essential and necessary way to conduct business

• Companies need to do an even better job of educating agents to focus on the emotional component in a transaction; listening to what the customers are feeling and acknowledging those feelings is an important first step. Soft skills are king

• Customers expect companies to track each channel used to communicate with the company. The desire is an easy transition from one channel to another. Very few companies currently have these capabilities

• Some attendees from the retail industry have found their NPS scores have plateaued. Explanation: overall customer expectations are on the rise, speed of delivery is a definitive competitive differentiator and multi-channel service is insisted upon.

• Most attendees are using NPS, but are frustrated when the customer is not able to make a distinction between their initial product quality concerns and how customer care handled the problem. Agents feel a disconnect.

• It’s important to empower employees to make out-of-the box decisions, but also set guidelines to ensure they are fair to the company.

• Customers like to be provided with options in order to make decisions, giving them a feeling of control.

• The trend is to employ remote agents, but the challenge is to motivate and train them when they are not located on-site.

Discussion During a Customer Experience Meet-Up

Other suggestions, comments or recommendations:

• Research has shown that providing additional useful information when responding to a customer’s direct question or issue improves overall satisfaction.

• Video chat is one of the best ways to sell devices; everyone concurred that offering video chat creates tremendous opportunities.

• Focusing efforts to serve people with disabilities should be more of a priority but staffing requires special training.

• Customers prefer social media communications that are more conversational and less corporate-speak.

• Using Gamification to train younger agents can be more effective than other methods.

• It is important to communicate to staff that every employee in the company must focus on the customer, even if their specific job is not in customer support. The goal is a customer-centric company culture.

• Many companies are using old school quality monitoring criteria that is tactical, rather than strategic. What information would get the attention of the C-Suite?

• It’s worthwhile for companies to consider developing a stand alone app for their customer support where the consumer’s history and preferences can be stored and tracked.

• Ensure all support has been designed for the appropriate screen size. Otherwise customer frustration is created and the support function diminished.

• Marketing should provide customer support with sufficient lead-time when releasing new campaigns so they are completely prepared to respond to questions or concerns. That must become the new norm.

• Onboarding new employees is even more important than ever. Most technical support positions are going to Millennials who possess great technical acumen, but don’t always have appropriate communication skills.

• Everyone is competing to provide the exceptional customer experience. Amazon has set the gold standard in customer service for innovation and speedy solutions and delivery. Every customer has high expectations. Any response other than now is regarded as slow and not customer focused.

• A major benefit of technology should be to allow agents to have more time to serve customers.

• According to the COPC & Execs In The Know Customer Experience Management Benchmark Series, 2015 Consumer Edition the percentage of customers using Twitter, Pinterest/Instagram increased 75 percent from 2014 to 2015. Text also saw a gain of 22 percent.

• There must be a security component to customer care. Customers want their personal information to be protected. How can we balance customer effort with additional layers of security?

• Associates should be encouraged to use LinkedIn as an important career tool. A professional photo should be displayed and your team counseled to keep profiles updated with detailed position summaries.

• A company’s success cannot always be judged by revenues; some customers stay even though they are dissatisfied and when there is a choice they will jump ship and do business elsewhere.

• Number one, most important question in every meeting: what’s in this decision for the customer?

• According to the 2013 Customer Rage Study, conducted by Dialog Direct, 94 percent of customers want to be treated with dignity and only 35 percent felt they received respect.

The conference closed with an inspiring presentation by JC Quintana, an innovative executive, author, speaker and founder of the Corporate Relationship Group. JC, a stand-up comedian on the side, concluded a long day with just what the audience needed. Although a comic, JC’s message was serious and relevant. He led a discussion about his Seven Unified Customer Strategies for Relationship Management: Relationships, Engagement, Centricity, Service, Support, Transparency and Experience. He emphasized CRM needs to be a collaborative activity, a unified approach to eliminate silos. JC’s closing remark, “A journey of a 1000 miles starts right where you are.”

Richard Shapiro, Founder and President of The Center For Client Retention

When is the next Customer Response Summit?

February 23 – 25, 2016 in Phoenix, at the JW Marriott Desert Ridge Resort & Spa.

Can’t wait!

To hear more about Customer Response Summit Phoenix, visit the official event website.

Richard Shapiro, Founder and President, The Center For Client Retention; author, The Welcomer Edge and the soon to be released, The Endangered Customer: 8 Steps to Guarantee Repeat Business

The post The Best of the Best – Customer Response Summit Seattle appeared first on Execs In The Know.

The following is a guest blog written by Ted Hunting, Senior Director, North America Marketing and Global Demand Generation, at Genesys. Learn more about Genesys by visiting their website.

To hear more about this topic and others like it, join us at Customer Response Summit Seattle, September 28-30th, 2015.

Gartner’s CEO has proclaimed that Digital Business is Upon Us. Companies that think they are not digital businesses will be out of business and the companies that will win in this era of digital transformation are those companies that make the most of every business moment. What Gartner is proclaiming is key to every company in every industry is essentially “customer care for the connected consumer” – the key topic of the Customer Response Summit Seattle. It’s also why I encourage customer care and CX leaders to attend what I have found in the past to be an extremely enlightening event, attended by smart, energized customer care executives and luminaries. From speakers, to networking, to innovative new ideas in the “Idea Lab”, it will be a fun few days of learning and “eureka” moments.

As CX and contact center leaders in our companies, we are now squarely in a position to help our companies make the most of every business moment and create the connected customer. The business moment occurs via customers hitting web chat, social channels, webpages, IVRs, mobile apps, text messages, and of course good old fashioned phones and email. These business moments, which historically started with the phone, have now changed 180 degrees with digital being the first and preferred communication channels for today’s connected consumer.

Companies like Uber and AirBnB have already started transforming the transportation and hospitality industries through new digital models, yet this is only the beginning of the larger transformations that will hit every industry, from financial services, to retail, to technology. Yet when I have asked CX leaders this year how many can see their entire customers journeys from webchat, to tweets, to IVR, to mobile, to even an in-store visit, 11% has been the highest number among leading companies, in cities across North America. We clearly have a huge gap when it comes to the connected consumer and creating great, seamless, omnichannel journeys. I see great progress, but I also see many companies failing to deliver.

Many companies talk about “omnichannel” but what is really offered as the norm are fragmented conversations, in siloed channels, versus continuous, unified conversations, across channels. Join me in the Idea Lab where we will share a glimpse of a NextGen Contact Center for the Digital Age. Two nextgen ideas will be shared: 1) Using Journey Dashboards with a true omnichannel view, across all channels, to power a great omnichanel customer journey. 2) Innovative new digital approaches for a nextgen customer experience – combining web, voice, mobile, and the Internet of Things.

Digital business and the connected consumer is upon us. For us in the CX industry it’s a golden opportunity to help our companies win like never before. As a CX leader are you and your company ready to play? Or perhaps more importantly…are you ready to win? Come to Seattle and get in the game.

The post NextGen CX For The Digital Age – It’s Key to Business Survival appeared first on Execs In The Know.

WINNIPEG, MANITOBA. April 8, 2015 – Chad McDaniel, President at Execs In The Know, will be moderating the webinar, “Multi-Channel Mayhem: Creating the Ultimate, Connected Customer Experience,” Tuesday, April 21, 2015 from 1:00-2:00 ET. Dan Gordon, SVP Strategy and Development at West Interactive, global leader of contact center transformation services, and Chris Toon, Product Manager, Customer e-Services at ADT, leading provider of home security and automation products and services, will also be speaking in the webinar.

The webcast will center on “the contact center of today” and reveal how changes in communication and technology, have shifted customer service expectations. The speakers will share ways to create a centralized, connected customer experience, as well as best practices for streamlining customer data and customer journey mapping.

“Creating the ultimate, connected customer experience isn’t always easy in a world where customers’ needs and expectations are changing quickly. It can be hard to keep up,” said Dan Gordon. “We are excited to partner with Execs in the Know on their latest webcast because we are passionate about helping brands narrow the gap between the customers’ expectations, and the experience they ultimately provide.”

To register for the webinar visit https://attendee.gotowebinar.com/register/2361481961618290945

About Execs in the Know

For over 15 years, Execs in the Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals. Execs in the Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Examples of this can be seen at their Customer Response Summit events, roadshows, webinars, workshops, Blog Talk Radio segments, Industry Benchmarking Series, blogs, thought papers, and social communities.

To learn more about Execs in the Know, visit www.execsintheknow.com. For more information on their Customer Management Recruitment Solutions, visit www.justcareers.com.

About West Interactive

A leading global provider of innovative customer experience and technology integration solutions, West Interactive Services empowers organizations to effectively engage customers on their own terms. We design and implement solutions that strategically support an enterprise’s unique environment and enable seamless communication with customers across all channels.

West Interactive Services has nearly 30 years of experience building meaningful connections, enhancing productivity, increasing profitability, exceeding expectations and improving customer retention for clients in the communication, education, financial services, insurance, healthcare, hospitality, transportation and utility industries. Learn more at westinteractive.com.

About ADT

The ADT Corporation (NYSE:ADT) is a leading provider of security and automation solutions for homes and businesses in the United States and Canada. ADT’s broad and pioneering set of products and services, including ADT Pulse® interactive home and business solutions, and health services, meet a range of customer needs for today’s active and increasingly mobile lifestyles. Headquartered in Boca Raton, Florida, ADT helps provide peace of mind to nearly seven million customers, and it employs approximately 17,500 people at 200 locations. More information is available at www.adt.com.

Media Contact
Alyssa Pitura
Director of Marketing and Brand Experience
alyssa@execsintheknow.com
www.execsintheknow.com
@ExecsInTheKnow

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WINNIPEG, MANITOBA. March 3, 2015 – Chad McDaniel, President at Execs In The Know, will be moderating the webinar, “If it’s Broken fix it. Mending Broken Customer Journeys Through Digital Transformation,” Thursday, March 19, 2015 from 1:00-2:00 EDT. Daniel Hong, Senior Director of Product Marketing Strategy, will be speaking on behalf of customer engagement software andservices provider, [24]7 Inc. Yogena Austin, Sr. Business Web Analyst, Web Technology/Salesforce Team at Duke Energy, the largest electric power holding company in the United States, will also be a speaker in the webinar.

The webinar will explore how to identify and mend broken customer journeys, often caused by automation, escalation, and channel crossing. It will touch on topics like virtual agents, intelligent chat, visual IVR, customer effort, tracking metrics and analytics, and digital engagement solution technologies, to help create a next generation customer journey.

“Having a seamless customer experience works hand-in-hand with driving customer satisfaction and loyalty,” said Chad McDaniel. “[24]7 Inc. and Duke Energy have a wonderful partnership story to share, that highlights how they were able to address their own customer journey mapping concerns and the exact deployment models used to correct them.”

To register for the webinar visit https://attendee.gotowebinar.com/register/4869604323173159682.

About Execs in the Know

For over 15 years, Execs in the Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals. Execs in the Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Examples of this can be seen at their Customer Response Summit events, roadshows, webinars, workshops, Blog Talk Radio segments, Industry Benchmarking Series, blogs, thought papers, and social communities.

To learn more about Execs in the Know, visit www.execsintheknow.com. For more information on their Customer Management Recruitment Solutions, visit www.justcareers.com.

About [24]7 Inc.

[24]7 makes customer service and sales simple. Our platform and applications use big data and predictive analytics to understand customers and drive better service and sales results for large enterprises. We do this over 2.5 billion times a year for the world’s leading companies. [24]7’s platform enables an omnichannel interaction experience. We connect customer interactions across an enterprise’s web, mobile, chat, social, and phone channels. It’s all in real-time and in the cloud. Our solutions drive immediate business results. We increase revenues, reduce service and sales costs, and create more satisfied customers. [24]7 serves the Global 100 market leaders in the Financial Services, Retail, Telecommunications, Technology, and Travel Industries. [24]7 is noted by Forbes as one of America’s Most Promising Companies. [24]7 is a trademark of 24/7 Customer, Inc. [24]7 is based in Campbell, California. For more information, visit: www.247-inc.com.

[24]7 is a trademark of 24/7 Customer, Inc. All other brands, products or service names are or may be trademarks or service marks of their respective owners.

About Duke Energy

Duke Energy makes life better for millions of people every day by providing electric and gas services in a sustainable way – affordable, reliable and clean.

Duke Energy is the largest electric power holding company in the United States, supplying and delivering energy to approximately 7.2 million U.S. customers. They have approximately 57,500 megawatts of electric generating capacity in the Carolinas, the Midwest and Florida – and natural gas distribution services in Ohio and Kentucky. Their commercial and international businesses own and operate diverse power generation assets in North America and Latin America, including a portfolio of renewable energy assets.

Headquartered in Charlotte, N.C., Duke Energy is a Fortune 250 company traded on the New York Stock Exchange under the symbol DUK.

Media Contact
Alyssa Pitura
Director of Marketing and Brand Experience
alyssa@execsintheknow.com
www.execsintheknow.com
@ExecsInTheKnow

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