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Messaging’s Impact on Customer Experience: Entering the Era of Conversational Care

Thu, Jan 24, 2019 1:01 PM EST{LOCAL_TZ}


Popular messaging applications like Facebook Messenger, WhatsApp and WeChat have already surpassed most social platforms in terms of active users and time spent. That volume will continue to grow over the next two years, according to Forrester’s Networks and Telecom Survey. But there’s another messaging channel brands can add to their mix: their own. Using brand-owned messaging alongside other messaging channels can help companies engage more customers, own the customer experience and significantly enhance overall customer care. 

Hear from guest speaker Ian Jacobs, Forrester principal analyst, along with messaging experts from Sprint and Spredfast + Lithium to learn how shifting consumer behavior is impacting digital customer care strategies. You’ll find out:

  • Why consumers now expect to be able to communicate with brands via messaging
  • How Sprint is saving millions through its brand-owned messaging channel
  • How to successfully implement messaging as part of your customer care plan

Ian Jacobs
Principal Analyst
Forrester Research  

Serving application development and delivery professionals, Ian focuses on the digital transformation of customer service and is an expert in contact centers. His research keeps a sharp focus on customer experience and agent experience issues.
Allison Fasching     
Senior Social
Media Strategist

Allison spearheaded Sprint’s online customer care community, developing a new social care strategy with specialized agents via online support that resulted in $16 million of savings the first year.
Dave Evans
VP of Social Strategy
Spredfast + Lithium

Dave has worked in social technology around the world and is the author of "Social Media Marketing: An Hour a Day" and "Social Customer Experience." He has been awarded U.S. patents for social media systems and customer care.

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