We are looking forward to our June 22nd webcast featuring Forrester Analyst and customer experience guru, Ron Rogowski, and CA Technologies' VP of Online Experience, Larry Walker.
Many of you probably read the February 2010 report by Forrester that says websites that don't support customer goals will waste millions, in particular because frustrated site visitors choose more expensive channels or give up entirely. Seems pretty obvious to us but Forrester has hard numbers to back it up: 75% of consumers surveyed seeking customer service online will turn to another channel when a firm's website lets them down. ouch. Complementing that report's findings, Ron's recent report on emotional experience design advocates going beyond a site visitor's immediate needs to address a user's context for coming to the site.
In our live webcast, Ron will talk about how engaging online experiences drive measurable profitability. Ron and Larry will also discuss site optimization tips to improve sales conversions, reduce support costs, and turn customers into fans. Best practices they'll discuss include how to:
1. Help users quickly find the content needed to achieve their goals;
2. Choose the right channel or medium for the audience; and
3. Turn user insights into action.
You may have noticed that CA Technologies has recently revamped its entire online experience in conjunction with changing its name from CA, Inc., something they announced at their recent CA World user conference.
Larry will also discuss CA Technologies' strategy around engaging their diverse customers, creating an emotionally and functionally satisfying experience and, of course, how Baynote fits in. In case you miss the live broadcast, don't worry, we'll send registrants a link to the recording.
Many of you probably read the February 2010 report by Forrester that says websites that don't support customer goals will waste millions, in particular because frustrated site visitors choose more expensive channels or give up entirely. Seems pretty obvious to us but Forrester has hard numbers to back it up: 75% of consumers surveyed seeking customer service online will turn to another channel when a firm's website lets them down. ouch. Complementing that report's findings, Ron's recent report on emotional experience design advocates going beyond a site visitor's immediate needs to address a user's context for coming to the site.
In our live webcast, Ron will talk about how engaging online experiences drive measurable profitability. Ron and Larry will also discuss site optimization tips to improve sales conversions, reduce support costs, and turn customers into fans. Best practices they'll discuss include how to:
1. Help users quickly find the content needed to achieve their goals;
2. Choose the right channel or medium for the audience; and
3. Turn user insights into action.
You may have noticed that CA Technologies has recently revamped its entire online experience in conjunction with changing its name from CA, Inc., something they announced at their recent CA World user conference.
Larry will also discuss CA Technologies' strategy around engaging their diverse customers, creating an emotionally and functionally satisfying experience and, of course, how Baynote fits in. In case you miss the live broadcast, don't worry, we'll send registrants a link to the recording.
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