1to1 Executive Dialogue

Timely, relevant content for senior marketing and customer experience executives. The following informative briefs combine the thought leadership of Peppers & Rogers Group with compelling insights from sponsors on best practices and emerging trends. Enjoy!

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TeleTech

The Changing Face of Customer Experience
A staggering number of companies are laggards in ramping up efforts to improve the customer experience. With consumer preferences, attitudes, and needs changing at breakneck speeds, companies simply cannot afford to stutter step anymore. In this 1to1 Executive Dialogue, industry thought leaders Don Peppers, founding partner of Peppers and Rogers Group, and Mark Grindeland, chief marketing officer at TeleTech, discuss customer experience trends and how they are shaping business strategy in 2013.

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TeleTech

Tuning In To Customer Centricity
It is the unique combination of people, process, and technology that enables companies to go from good to great. In this 1to1 Executive Dialogue, industry thought leaders Don Peppers, founding partner of Peppers & Rogers Group; and Martin DeGhetto, chief operating officer at TeleTech, discuss the challenges and opportunities in using technology to become customer-centric, along with best practices for driving optimal business results.

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Oracle

Leveraging Loyalty Data to Enhance the Cross-Channel Experience
The digital deluge creates a river of invaluable behavioral and interaction data for companies to gain a more complete view of customers. In this 1to1® Executive Dialogue, Don Peppers and Melissa Boxer discuss steps business leaders should take to leverage loyalty programs, integrated CRM, and customer insights to deliver a unified, personalized, and relevant customer experience that maximizes customer loyalty.

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TeleTech

Next-Generation Revenue Generation
The global economy remains turbulent, as does the associated challenge corporate decision-makers face in determining cost-effective ways to retain their best customers, attract new ones, and to generate profitable top-line growth. In this 1to1 Executive Dialogue, industry thought leaders Don Peppers, Founding Partner of Peppers and Rogers Group, and Judi Hand, President and General Manager of Direct Alliance Corporation and Chief Sales Officer at TeleTech, discuss the opportunities executives can take advantage of through the use of next generation sales and marketing analytics tools.

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Adobe

The #1 Essential Business Practice for Compelling Customer Experiences
Compelling customer experiences are simply smart business. In this 1to1 Executive Dialogue, industry thought leaders Martha Rogers, Ph.D., Founding Partner of Peppers & Rogers Group, and Kevin Cochran, VP of Marketing at Adobe, discuss how to construct a compelling multichannel customer experience, build an IT/business partnership that becomes a point of competitive differentiation, and drive successful business outcomes like increased revenue and productivity, faster speed to market, and lower operating costs.

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West

Evolving with the Cross-Channel Customer
The contact center is undergoing a dramatic transformation. The deluge of social and mobile channels are enabling customers to share individual experiences with the world at large, making it ever more important for companies to truly evolve. In this 1to1 Executive Dialogue, industry thought leaders Don Peppers, founding partner of Peppers and Rogers Group, and Skip Hanson, president of West Consumer Services, discuss the value of a well-defined multichannel customer support strategy and provide recommendations for developing that strategy.

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InContact

The New Social Contact Center
Blending customer service with social outreach strategies can strengthen relationships and boost business. In this 1to1 Executive Dialogue, industry thought leaders Martha Rogers, Ph.D., founding partner of Peppers and Rogers Group, and Heather Hurst, director of social media at inContact, discuss the reasons it makes sound economic sense for companies to blend social outreach strategies into their contact centers and best practices for getting started. They also explore the wisdom of "crowdsourcing" (i.e., support from customer communities) and share tips for identifying and training the right agents to provide customers with social support.

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Thunderhead

Keeping Pace with Customers' Multichannel Preferences
True multichannel means using all channels seamlessly in one platform to create a multithreaded dialogue that matches customers' behaviors across channels. In this 1to1 Executive Dialogue, industry thought leaders Don Peppers, founding partner of Peppers & Rogers Group, and Richard Burdge, CMO of Thunderhead, define the optimal multichannel approach and why it's essential today, and explain how to create a multithreaded dialogue with customers.

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ExactTarget

Kickstarting Your Social CRM Initiative
Social CRM has moved from buzzword to a must-have strategy. The problem is, many decision-makers struggle to define what Social CRM means to their organization, much less how to get started. In this 1to1 Executive Dialogue, industry thought leaders Don Peppers, founding partner of Peppers & Rogers Group; and Jesse Engle, CEO of CoTweet by ExactTarget, explore the definition of Social CRM, including what it takes to implement Social CRM successfully.

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Thunderhead

Tackling the Three Toughest Communications Challenges
It's important to make every communication count—that is, drive favorable customer behavior, improve retention, and encourage advocacy. In this 1to1 Executive Dialogue, industry thought leaders Martha Rogers, Ph.D., founding partner of Peppers & Rogers Group; and John McGee, President and Chief Operating Officer of Thunderhead, discuss the three toughest communication challenges organizations face: building loyalty throughout the customer lifecycle, meeting customers' needs through relevant messaging, and improving agility by staying current with the tools and processes needed to keep pace with market changes and evolving customer preferences.

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Telecom

The Impact of Customer Centricity on Telecom Profitability
Shifts in the telecom industry call for an insight-based approach to building a profitable, customer centric business strategy. In the latest 1to1 Executive Dialogue, Don Peppers, founding partner of Peppers & Rogers Group; and Owen Sonnenschein, telecom industry consultant, lay out the facts for telecom leaders. They discuss the need for telecom and all business executives to define customer groups based on needs, value, and behavior in order to improve retention, cross-sell, and upsell. They also explain how to garner and use customer insight to deliver a consistent customer experience and build customer trust.

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Financial Services

Restoring Trustability to Financial Services
Building trust takes time. And when trust has been damaged, whether by real or perceived actions, companies must work harder and smarter to ensure they are taking every possible action to continually enhance the customer's trust. In this 1to1 Executive Dialogue, Don Peppers, Founding Partner at Peppers & Rogers Group, and MJ Crabbe-Barberis, a CRM expert who has led direct marketing strategies for Fortune 100 companies including JPMorgan Chase and Citibank, discuss trustability within the financial services sector.

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Inside Sales

Smarter Selling Strategies Through Inside Sales
Proactive sales leaders are investing additional capital and resources into smarter selling strategies, including inside sales teams in order to cover new regions, reach new demographics, and fill gaps in market coverage. In our latest 1to1 Executive Dialogue, Don Peppers, Founding Partner of Peppers & Rogers Group; and Doug DeBolt, Senior Vice President at West Business Services; explore these issues and provide guidance on how to use inside sales teams to drive new revenue opportunities in a challenging economy – and how best to manage the customer experience throughout the transition.

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Contact Center

Reimagining the Blended Contact Center
Virtually all contact centers are on a mission to achieve three things concurrently: improve the customer experience, increase productivity, and grow revenue. Today's "new" blended contact center can help achieve those goals. Our latest 1to1 Executive Dialogue features Martha Rogers, Ph.D., Co-Founder of Peppers & Rogers Group and Mark Frei, Senior Vice President of West Corporation as they discuss emerging trends in contact center strategies.

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Customer Loyalty

Finding Customer Loyalty in a Multichannel World
Loyal customers are the lifeblood of a business: they are more likely to remain, and less likely to be seduced by competitive offers. Building and sustaining that loyalty requires adherence to four key principles of success. In this 1to1 Executive Dialogue, Don Peppers, founding partner of Peppers & Rogers Group, and Melissa Boxer, vice president of CRM applications at Oracle, explore these principles and provide guidance on how to create and sustain loyalty in a multichannel world.

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Going Direct

When Consumers Want Authoritative Answers,
They're Going Direct

With access to so much information today (some accurate, some not), consumers are choosing to interact with the source that is the most authoritative when it matters. In this 1to1 Executive Dialogue, Don Peppers, founding partner of Peppers & Rogers Group;and Tony Compton, director of CRM product marketing at Infor, will discuss the emerging role of manufacturers in this brave new world—and how to get started and stay ahead.

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Tackling the Cross-Channel Challenge in Retail

Tackling the Cross-Channel Challenge in Retail
How can organizations turn multichannel challenges into profitable opportunities at every touchpoint? Retailers are under increased pressure from more discerning customers to deliver a consistent and value-creating cross-channel experience. In this new 1to1 Executive Dialogue, Don Peppers, founding partner of Peppers & Rogers Group, and Tony Compton, director of solutions marketing at Infor, address the multichannel challenges retailers face as well as the opportunities they can capture by developing a better understanding of consumers at every point in the retail ecosystem.

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Don't Forget the Human Element

For Business Continuity, Don't Forget the Human Element
How well your contact center is able to serve customers during a business disruption can have a significant impact on the long-term health of your organization. For this reason, continuity planning must go beyond infrastructure backup to encompass the human element of customer service. In this 1to1 Executive Dialogue, Don Peppers, founding partner of Peppers & Rogers Group, and Mark Frei, senior VP of sales with West Corporation, discuss the importance of maintaining personalized customer care during a crisis, and how the use of home agents can provide a seamless level of support and service until the business returns to normal.

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To Spur Success: Engage and Enable Employees

To Spur Success: Engage and Enable Employees
Employee engagement has become a priority for top-level marketers and even C-level executives. In the quest to lock in loyalty and grow customer value, engaging the employees that deliver the customer experience has become a critical agenda item for the highest-levels of the enterprise. In this 1to1 Executive Dialogue, Don Peppers, founding partner of Peppers & Rogers Group; and Fay Beauchine, president Engagement & Events at Carlson Marketing, discuss the top issues and trends in the discipline of engagement today.

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