Sponsor: Consona
Featured Analyst Firm: Gartner
Speakers: Michael Maoz, Tim Hines
Type: Audio (36 minutes)
Customer Service used to be about someone sitting at a company's front desk or answering the phones. And while they remain crucial elements of success, they're not the only channels we have today. There's the Internet, email, social media and so much more. But every channel still revolves around the same mission – satisfying the customer. In this program, leading experts from Gartner and Consona look at the necessary elements for success, how knowledge management fits into the equation and where you can turn to find the right solution for your customer service needs.
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About Michael Maoz, Research Vice President/Distinguished Analyst
Michael Maoz is a research vice president and distinguished analyst in Gartner Research. His research focuses on customer strategies and technologies, with an emphasis on the CRM customer service disciplines, social media, and customer-centric Web strategies. Mr. Maoz is the research leader for both the customer service and support strategies area and customer-centric Web strategies. He researches software as a service (SaaS), CRM strategies, multichannel contact center applications, social CRM/communities and field service management.
Mr. Maoz has 20 years of international experience, with 12 years in CRM applications, contact centers, field service, SaaS and European market dynamics.
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About Tim Hines VP, Product Management
Tim Hines is the vice president of product management for Consona CRM. In this role, Hines guides the product roadmap and functionality across all of Consona CRM's product lines.
