Protect Your Customer Service Investments: Overcoming the Top 4 Challenges for 2013 and Beyond

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Thursday, January 17, 2013
02:00 PM - 03:00 PM EST
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Protect Your Customer Service Investments: Overcoming the Top 4 Challenges for 2013 and Beyond

Is your organization struggling with the day-to-day of delivering effective customer service while defending – or growing – the bottom line? Are you ready to capitalize on trends like “big data,” multi-channel service and social media? Or are you dreading tackling them?

Join CMIQ for a lively and candid roundtable with customer service and call center veterans from American Express, inContact, LogMeIn, SAP and Vivint. You’ll leave the discussion armed with new strategies and tactics for daily and long-term success in building profitable customer relationships.

Recent CMIQ research revealed top challenges from customer service and call center executives and leaders:

  • Broken Processes
  • Operational Inefficiencies
  • Communications Breakdowns
  • Shifting Objectives

This hour-long discussion will focus on identifying the causes of these challenges and how you – like our expert panelists and the businesses they serve – can overcome them.

Who should attend? C- and V-level executives charged with customer experience and customer service operations, contact center directors and managers, IT partners


Layne Holley
Strategic Research Editor
Customer Management IQ

Layne Holley joined CMIQ in September 2012 to lead strategic research initiatives, including industry research that strengthens companies’ customer management and contact center knowledge and decision making through benchmarking and shared practices.

An award-winning journalist, she has covered the customer management/contact center field for nearly 15 years. For the past six years, she has been solely dedicated to the field and the industry that serves it, transitioning from journalist to researcher and analyst.

While on the editorial staff at Alexander Communications Group, she discovered within the firm’s stable of publications Customer Service News and The Customer Communicator, for which she became a contributing editor, beginning her career as a customer management reporter and analyst.

Prior to taking over CMIQ’s new strategic research unit, Layne joined the International Customer Management Institute as managing editor of Customer Management Insight and was promoted to editorial director in 2008 to lead the development of industry research and editorial operations. In that role, she led research-based executive peer groups and workshops and delivered presentations for industry conferences. She served three years as a conference track leader and as the selection committee chairman for ICMI’s Call Center of the Year Awards. She also served as a member of the Call Center Industry Advisory Council (CIAC) in the preparation of contact center industry standards.

Layne has worked one-on-one with and facilitated peer sharing between some of the world's leading brands in their contact center and customer management and contact center operations. She has developed research initiatives and analysis that help companies of all sizes and types strengthen their competitive position.

She is the author of numerous industry research reports and whitepapers and is a highly rated conference speaker. Her work has been incorporated into customer management and customer experience course work at the university level. She is the editor of the 3rd edition of Call Center Management on Fast Forward.


Jose Vazquez-Mendez
Vice President & General Manager World Service Latin America
American Express

José became part of American Express Mexico as Customer Service Representative in 1994. During his 17 years in the company, he has been based in Mexico, the United States, Spain and England. José has directed operations in Brazil, Argentina, Puerto Rico, Continental Europe and England. Being passionate for customer service and having in-depth knowledge of the Credit Cards operation, he has managed to considerably increase the satisfaction levels in all of his assignments by providing a superior service within the right financial margins always with extraordinary people by his side. He has also been awarded several other recognitions from the main service and contact centers in Spain, France, Holland, Germany, Sweden and Mexico.

José has insisted in accomplishing the inclusion and supporting and creating diversity networks for women, people with different capacities and the LGBT community. Back in Mexico, his beloved home country, and along with a team of over 2,000 collaborators, he has obtained unprecedented results with a special emphasis on the upcoming years in just a few months.

Tim Izatt
Director of Customer Services

Tim Izatt has over 10 years of call center experience (Discovery, GE, AT&T, Ebay, and now Vivint). As the Director of Customer Services at Vivint, he has implemented various cultural changes to improve employee morale and to provide a better customer experience. Tim believes in establishing a culture of servant leadership—from the directors, managers and supervisors, to all the representatives in the call center—everyone should strive to be humble, teachable, and grateful.

Mariann McDonagh
Chief Marketing Officer

Mariann McDonagh is the Chief Marketing Officer at inContact where Mariann has spent the past several years working to evangelize the power of the cloud.  Prior to joining InContact, Mariann spent seven years with Verint Systems, where she led growth strategy for the company. Mariann is a member of the National Association of Female Executives, The CMO Council and she’s also the Chair and Founder of the Greater New York Marketing Executives Council.

John Purcell
Director, Customer Care Products

John Purcell is Director of Customer Care Products at LogMeIn, Inc.  In this role, he is responsible for growing the Customer Care business by shaping vision, solution strategy and product direction. John’s team creates application user experiences that delight customer care agents and empower them to fully satisfy customers.

John has developed deep, hands-on experience solving customer support problems and frequently shares his insights via speaking engagements at industry events held by orgainzations such as the Help Desk Institute (HDI) and Technology Services Industry Association (TSIA). In doing so, he helps companies evolve their support organizations in order to overcome new challenges and capitalize on fresh opportunities. 

More specifically, John was one of the first in the industry to discuss how social media and the proliferation of smartphones, tablets and other mobile devices are critical new factors in the customer exerience. He often advises on how to integrate social, chat and support technologies to create a proactive customer management approach, which results in happier and more loyal customers.

Prior to joining LogMeIn, John spent 12 years in the mobile telecommunications industry, and held senior technology, sales, and business development roles at LogicaCMG (now Acision) and Red Bend Software.

Tony Fassette
Vice President, Business Communications Management

Tony Fassette is the Vice President  for SAP Business Communications Management .  He brings over 15 years Customer Relationship Management and Contact Center experience to his current role where he is responsible for growth strategies.  Prior to joining SAP, Tony designed, developed and delivered contact center solutions for Global 1000 companies.