Automation -- marketers love it, customers hate it.
While automation may provide a seamless experience some of the time, a lot is to be said about personal attention.
So, how can companies put the person back in personalization while also using the automation techniques marketers have come to adore? Find out at our November Tweet Jam!
Providing Personal Service
The Jam will begin at 10 am PT/ 1 pm ET / 1700 GMT on Thursday, Nov. 20. As always, the broader CMSWire community is welcome to take part. Feel free to join in by following the #CXMChat hashtag, by logging into our chatroom or by tuning in to CoverItLive below.
Weighing in at this month's Tweet Jam, we have:
- Brandon Knight, vice president Solutions Engineering at CorvisaCloud -- @corvisacloud
- Cathy McKnight, founding partner at Digital Clarity Group -- @cathymcknight
- Ian Truscott, SVP content strategy at Tahzoo-- @iantruscott
- Justin Thorp, product evangelist at AddThis -- @thorpus
- Kevin Lindsay, director of product marketing at Adobe -- @kevlinday
- Suzy McKee, senior product marketing manager at Sitecore -- @suzymckee
- Tim Walters, partner and principal analyst at Digital Clarity Group -- @tim_walters
The questions shaping our discussion:
- What can personalization add to the overall customer experience?
- What personalization strategies can make customers feel like VIPs?
- How do you establish a balance between automated response, self-service and personal assistance?
- What needs to happen to ensure front line employees have access to the information necessary to deliver personal service?
- Companies still struggle with cross-channel service. How realistic is achieving personal service on top of that?
A few things to keep in mind:
- Introduce yourself with your first #CXMChat tweet. Include your name, job title and organization you work for.
- Be sure to include the #CXMchat hashtag in all responses. Use A1 for answers to question one, A2 for question two, etc. For example, "@bigbird A6 personalization may not be as easy as automation but it's worth it in the long run. #CXMChat."
- Please don't pitch products or services -- stay knowledge focused.
- Keep the discussion professional, but informal.
- Remember that this is a public chat -- be thoughtful.