FEATURE ARTICLE

Engage 2017 to Convene Contact Center Expertise and Customer Experience Insights

By Special Guest
Ernie Wallerstein, President, Americas, for Enghouse Interactive
  |  April 24, 2017

For Enghouse Interactive’s (News - Alert) annual customer conference, Engage 2017, which is being held May 1-4 in Miami, Florida at the beautiful Conrad Hotel & Resort, we’re delighted to have Jim Rembach as a keynote speaker. If you’re discussing industry thought leaders, Rembach’s name will come up almost instantly. As a strategic and tactical adviser who specializes in using analytics for leadership, organizational development, employee engagement and customer engagement to improve customer experiences, he has been hand-picked by the CXPA (Customer Experience Professionals Association) Leadership and Education Committee, where he is part of the “Ask the CX Expert” program.

Rembach is a certified Emotional Intelligence (EQ) practitioner, Certified Contact Center Auditor, Better Place to Work Certified Expert and an Employee Retention Specialist. Additionally, he holds a U.S. trademark for the “Servant Teamwork” leadership and organizational transformation methodology. On top of all this, he has authored nine books on topics such as contact center quality, employee engagement and customer-focused leadership development, and he’s an exceptional blogger, vlogger and podcaster.

What I find most impressive about Rembach, however, is the way he’s able to enlighten contact center professionals with analytics-based insights and strategic guidance, empowering them to make tangible improvements on the customer experience. Not only does he bring extensive contact center and interaction management experience, Rembach also brings a pioneering vision of how analytics and emotional intelligence play key roles in building meaningful customer relationships.

During one of my recent conversations with Rembach, he shared some of the feedback he’ll be expounding at Engage 2017. “If you really want to make a positive impact on the customer experience, you have to improve your skills to emotionally connect with customers instead of looking at a failed touchpoint as a process,” he says. “When you emotionally design the customer experience or re-engineer from an emotional intelligence perspective, you will ultimately evoke the desired customer response and benefit your entire organization.”

Our theme this year, “Experience the Journey,” exemplifies Enghouse’s continued focus of not only making a positive impact on the customer experience, but making a game-changing difference to organizations as a whole by crafting solutions in a way that complement agents’ ability to establish and sustain emotional connections with customers.

“I am really looking forward to speaking at Engage 2017 and collaborating with a true leader in the contact center space who understands the importance of aligning emotional intelligence with the customer journey,” says Rembach. “I have always said when you emotionally design the customer experience, you will ultimately evoke the desired customer response and in turn the entire organization will benefit — and I believe Enghouse Interactive has shown they are a true pioneer of that.”

Engage 2017 will convene many of the world's foremost contact center experts with whom Enghouse Interactive customers can interact with and discuss the latest breakthroughs in customer experience management. Attendees will also hear first-hand how contact center leaders and influencers can connect with and influence customers through innovation, creativity and an action-based mindset. 

I’m looking forward to seeing you at Enghouse Engage 2017! Please visit our show website, enghouseengage.eventgrid.com, for additional details and to register. For more information on Enghouse Interactive visit http://www.enghouseinteractive.com/.  




Edited by Alicia Young
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