Focus Area: Customer Experience Management, Voice of the Customer, Omni-Channel, Self Service
Agenda Focus: Digital
Former Gartner Research Director of 13 years now providing Independent Analyst guidance and advice to organizations deploying Digital Customer Services via Mobile and Omni-Channel. Having a deep history and expertise in Contact Centers and CRM applications, Johan now focus on Omni-Channel and Non-Voice interactions to assist organisations in reducing the cost of the engagement all the while providing an effective and satisfactory online or mobile customer interaction. He specialise in Web Chat, Knowledge Management for Self Service, Email Response Management (ERMS), Virtual Assistants, Video Chat, Video Knowledge, Social, Mobile, Multi-Modal and Digital interactions. Johan also assist Business Process Outsourcing (BPO) organizations in planning and building channels in order to migrate from the traditional voice based interactions to more modern non-voice based interaction channels.
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