The Virtual Summit

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Make Customer Experience a Competitive Weapon – Strategies for Improvement

Tuesday Apr 2, 12:00 PM – 1:00 PM EDT — LISTEN TO RECORDING

According to Gartner, 89% of companies believe they compete mostly on the basis of customer experience. In this session we’ll present a five-stage customer experience maturity model. Is your customer service organization in the customer-negligent stage, the customer-champion stage, or somewhere in between? No matter where you fall, we’ll discuss specific strategies for moving to the next stage that you can put in place to increase your organizations maturity.

Things you will learn:

  • The strategic necessity and ROI for improving customer experience
  • A five-stage model to assess your customer experience maturity
  • Key improvement initiatives to transition from one stage to the next


Brian Spraetz, Senior Product Marketing Manager, NICE inContact


Brian Spraetz, Senior Product Marketing Manager, NICE inContact

For more than 18 years, Brian has been helping customer service operations perform at peak levels and deliver loyalty-winning experiences. In addition to his positions in product marketing, Brian has had roles in product development and product management. With expertise spanning the full range of customer engagement solutions, Brian provides unique perspectives and valuable insights on effectively combining technology and processes to gain operational and competitive advantages.