Customers have high expectations, especially in today's every changing and globalized world. This is clearly true within the B2C world, but the shift into the B2B space is coming – don't be left behind. Listen to Seth Hall, Vice President of Customer Service for Philadelphia Insurance Companies discuss his journey from start-up, to success, implementing his VOC program within a B2B market. More specifically he will discuss how to:

• Initially start and design a VOC program with results in mind
• Start gathering the data and most importantly using the data
• Ensure success along the journey
• Understand "What's Next" for VOC programs within the B2B market

Customers inside the contact center, outside in social media and all over our survey data causes us all to react, solve and repair our brands image on a daily basis. But reacting is only half the battle to creating world class customer service and keeping our on-line name positive. The concept of pre-empting the negative influence our customers within social media have could be the next step in protecting the brand. Is it possible to get ahead of how much influence our customers have? To alter it, enhance it or even squelch it? Yes, and it's a pre-determined process set up to manage as much of what's being said as we can.

Topics of discussion and takeaways will be:

• Taking reactive to proactive to pre-emptive within social media and beyond
• Understanding customers motivations to speak out on-line
• Setting up and managing the processes associated with "customer influence"
• Measuring and utilizing "customer influence" data throughout the organization

• 50% of customers access the web BEFORE they call customer care
• Over 30% call customer care from a smart phone
• 34% of customers create content and answer questions in social forums every week

Place a call to care or; seek my answers using the Web, Chat, IVR, Smart Phone, Company Forum?

Customers want to access their account information, get service advice and technical support in a growing variety of ways. Our opportunity is to enable Customers to access care in the channel they choose and to make the experience so intuitive, so compelling, that they return. This enables first contact solutions thus driving satisfaction. It also saves the company money!

This session will be facilitated in breakout group format. Attendees will exchange ideas, explore rising trends, and engage in a host of networking opportunities.

Today's customers use an increasing number of channels to communicate with—and about—your business, including phone, chat, email, text messages, review sites, and social media. In doing so, they share an amazing amount of information with us on a daily basis—such as what works, what's broken and what competitors are doing. But are we really listening to these multichannel "voices"? And if so, are we taking action on these insights? This session will explore how organizations are gaining first-hand perspective and driving change based on customers' experiences with their businesses.

Discussion topics include:

• Results of recent Verint/Vovici study about multi-channel use across enterprises
• Analyzing and taking action on multichannel information sources to determine attitudes and opinions, emerging trends, and areas of opportunity
• Sharing key customer insights enterprise-wide to advance customer experiences and business outcomes

Mixed groups will be paired together and given a business challenge to solve. Groups will be challenged to collaborate, learn a different business vertical, consider P&L elements and must be able to “sell” the value to a review committee (Judges Panel of Experts). Winning group will be rewarded with prize.

With twenty five years of experience as a senior software marketing executive, Lisa Abbott has a long track record of successfully driving marketing strategies for products that harness the web as a customer channel. Within her past experience, Lisa has worked with brands including Charles Schwab, Autodesk and Informix Software to drive migration to and investment of new web-based products and services, as well as increase collaboration across the organization.

As a Sr. Product Marketing Manager of Alcatel-Lucent, Lisa is currently responsible for defining the marketing strategy and execution of the Genesys eServices and Social Media products worldwide. Within this role she is constantly acting as a resource for organizations that are looking to evolve their customer service interaction beyond voice, to a true cross channel strategy and has been recognized as an industry leader through speaking opportunities and forums at various industry events.

Nancy Porte is the Vice President of Customer Experience at Vovici, a Verint Company, responsible for the Voice of the Customer program while managing customer support, customer training and CRM systems.

Prior to joining Vovici, Porte most recently served as Senior Director, Technical Field Operations at Approva, a provider of continuous controls monitoring solutions based in Reston, Virginia. While at Approva, Porte implemented a comprehensive client services strategy, resulting in 100% retention of customers over her tenure. Porte has implemented successful client support and retention strategies at several other DC-area companies including Monster Government Solutions, iDEFENSE and CareerBuilder.

Christian Goffi, a Practice Leader with Avaya Professional Services. Christian is responsible for leading key growth areas for Avaya including the creation and growth of the CALA consulting team. Additionally, Christian is a Social Media Strategist and the global Program leader for Social Media Consulting within Avaya Professional Services. Moreover, Christian is tasked with guiding and leading the CALA APS Business Development and Offer Management team.

Professional Experience
Christian brings over 14 years of proven record of achievement in IT and Business management, system analysis and design, project / program management, strategic planning, business development, customer relations, business administration and operations management. Christian's engagement focus thus far has been on identifying the proper design and planning for customers to realize business value out of a technology rollout. Taking a backward approach focused on user benefits and targets and turning that into a technology roadmap customized to meet those needs.

Avaya Experience
Christian has been with Avaya since the Nortel Acquisition in 2009 and prior to his current role he served as a Strategic Communications Consultant for Avaya Professional Services