ENGAGING YOUR EMPLOYEES TO DELIVER A POWERFUL CUSTOMER EXPERIENCE
We are in the midst of a digital transformation, with customers in the drivers seat when it comes to interacting with companies. At the same time, it is widely understood that great customer experiences rely on happy and engaged employees. Hootsuite’s VP of Customer, Kirsty Traill, will cover best practices for managing customers via social media, foundational principles of customer journey mapping, how to create seamless experiences for your customers, and engage with them at scale. This session will also cover understanding and optimizing your employee experience, to engage your staff and empower them to deliver what matters to customers.
This session will help you with:
• Best practices for customer support via social media
• Identifying and delivering a consistent experience for your customer
• Understanding the employee experience
• Engaging employees to go above and beyond
• Leveraging engaged employees to drive reach and impact
Kirsty is currently the VP of Customer at Hootsuite and leads the Customer Support organization at Hootsuite’s 16M customers worldwide. HootSuite has current market value of $2B.
Kirsty’s global Customer Support organization at Hootsuite delivers industry support for Hootsuite’s 16M customers worldwide. Kirsty’s team is also responsible for using customer insight to drive strategic initiatives and deliver a superior customer experience. Kirsty’s Customer Marketing team works to develop strategic programs designed to maximize
customer adoption, usage, engagement and retention.
Prior to Hootsuite, Kirsty was the Chief Customer Advocate at Snapfish, a San Francisco based online photo merchandising company.
Kirsty has over 20 years of international experience gained from Japan, and New Zealand, where she has a track record of effective leadership and business transformation. Kirsty holds bachelor degrees in Arts and Commerce, with Majors in Japanese, German and Marketing, from the University of Auckland.
Members: $35 + GST
Non-Members: $70 + GST
This event is proudly brought to you by: