Research Insights on Shifting Digital Behaviors and Expectations

On Demand Recording

Consumers spend seven hours per day digitally connected—and nearly double that for young adults. Is your digital customer service up to the challenge of the fully connected consumer?

Join John Georgesen, PhD, Senior Director of Convergys Analytics, for a webinar that shares new insights from Convergys’ research series on digital device usage and attitudes, the evolving role of digital customer service, and the impact of social networks.

Join us to learn about:

  • Consumer digital usage and why it is forcing a service evolution
  • The biggest barriers to using digital as a service channel
  • How to design your channel strategy to match what customers want
  • Actionable steps to help you keep up with your mobile customers

Meet Our Speakers

John Georgesen, Ph.D.
Senior Director, Analytics

John Georgesen, Ph.D., is Senior Director, Research Analytics and Decision Sciences at Convergys Analytics. He specializes in designing customer experience (CX) programs that drive tangible improvements. With more than 20 years of applied experience, John is a recognized innovator in the field of customer experience management.

Chad McDaniel
Execs In The Know

Chad McDaniel is a well-known advocate for the Customer Management Executive. He works tirelessly to showcase the success of today's Customer Executive.

Execs In The Know believes that advancements in customer success are created when leaders share experiences, outlooks and insights - “Leaders Learning From Leaders.” Our mission is to provide measurable value to the corporate customer executive, by delivering customer experience improvements, in an efficient and effective manner. 

Execs In The Know connects customer professionals to valuable content, thought leadership, industry insight, peer-to-peer collaboration and networking opportunities. We support the customer professional in a live format by hosting national events (Customer Response Summit) and conducting a series of Executive Think Tanks.


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