COMPLIMENTARY WEBCAST

Support Strategies for an IoT World

SUTHERLAND - 2017 Webcast - Parks Associates

Thursday, June 8, 2017 | 11 AM PT / 1 PM CT / 2 PM ET

Co-hosted by SUTHERLAND and Parks Associates

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This webcast shares support strategies to leverage consumer data and analytics to create optimal and personalized user experiences (UX).

The IoT creates innumerable business benefits, including long-term efficiencies in operations, customer support, product development, and marketing, but the consumer experience is key to driving adoption and evolution of IoT. To realize the innumerable benefits associated with the IoT, companies must provide high-level experiences that respond to user expectations and demands.

These expectations, and the ability to control what consumers see and what they don’t, place additional demands on support resources. The addition of smart features and connectivity to traditional products creates new service layers to traditional product centric businesses.

Providing IoT services extends the manufacturer’s relationship with the customer and, by extension, the level of support the brand needs to provide.

Key strategies for overcoming these challenges involve the management and utilization of data.

Data allows companies to automate processes, creating more seamless user experiences. It also provides the insights that can be used to personalize customer experiences and deepen customer engagement. Leveraging advanced analytics can help optimize businesses processes that ultimately drive improvements in product development and customer service.

This webcast discusses:

• How to develop smarter products that meet consumer needs in a complex IoT environment

• How advanced analytics can reduce customer effort and improve customer experience throughout their journey with your products

• How data can be leveraged to drive personalized support experiences that improve customer engagement and loyalty

• How artificial intelligence and other advanced self-help technologies can reduce support cost, without compromising customer experience

Speakers

Ted Kassiotis, Sr. Director, Solutions – Technology Vertical, SUTHERLAND

Patrice Samuels, Senior Analyst, Parks Associates

Speakers

Ted Kassiotis, Sr. Director, Solutions – Technology Vertical, SUTHERLAND

SUTHERLAND - Parks Associates webcast

Ted Kassiotis is a Solutions Architect within the Technology Vertical of Sutherland Global Services. He is responsible for solutions development, design thinking initiatives and the application of customer-centered enabling technologies to improve the customer and user experience. He has over 25 years of contact center operations, customer experience and business process leadership on both the client and partner side. Prior to joining Sutherland, Ted held various Operations, WFM, Vendor Management and Client Services leadership positions with Teleperformance, Verizon Wireless and Sears where he learned valuable insights about the management of customer operations, Six Sigma process improvement, contact center technology application and a unique strategic view of the BPO space and its many suppliers.

Patrice Samuels, Senior Analyst, Parks Associates

Patrice Samuels - Parks Associates

Patrice Samuels studies digital home technical support services across global markets, with a focus on market trends, business models, and provider strategies. In addition to exploring events and disruptions in the technical support space, she examines pay-TV and broadband services in North America and Europe, digital media, and digital music services.

Patrice earned her MBA from Texas A&M University at College Station and BSc. in Psychology from the University of the West Indies in Kingston, Jamaica.

INDUSTRY EXPERTISE: Television Services, Broadband Services, Technical Support Services, International Markets, Digital Music

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