Andrea leads the product marketing team for CXM at Quadient. Over the last 25 years, Andrea has held training, product management, and product marketing roles in both SMB and Enterprise organizations for multiple industries. She has a passion for interactive collaboration between marketing, sales and service and thrives on the creative execution of progressive, integrated customer experience strategies.
As your organization adds new channels, adopts updated regulations, and increases stakeholder participation, complexity creeps into your organization. Ultimately, this complexity creates opportunities for more gaps in your customer experience. In order to fix the gaps, you first need to be able to identify them. In this session, Quadient will focus on critical gaps that often exist when adding new channels including:
· Customer voice consistency between communications
· Expectation mismatches associated with departmental handoffs
· Continuity of experience during channel changes