Giovanni Bryden is a Director of Customer Success at Acquire, providing real time, all-in-one customer support for some of the largest companies in the world. In this capacity, he is responsible for the entire customer lifecycle, leveraging his global team to ensure that the most discerning brands can focus on their biggest asset - their customers. During his career in Silicon Valley, Giovanni has led mobile transformation initiatives, helped ecommerce brands leverage referral marketing to drive growth, and consulted companies like Uber, ESPN, and Disney on how they can democratize access to data to better understand their users. Most recently he led the global Sales Engineering organization at Mixpanel. Giovanni holds a degree in Civil Engineering from The California State Polytechnic University where he conducted and published research on transportation safety. He resides in Los Angeles with his wife and corgi.
For many companies, it’s a delicate balancing act between creating operational efficiency and delivering exceptional customer experiences. The Dufresne Group, a leading home furnishings retailer in Canada, has it figured out for service and sales.
Hear from Norm Alegria, Director of Guest Care at the Dufresne Group, and Gio Bryden, Director of Customer Success at Acquire to learn how they deployed live chat, video, and cobrowsing to cut in-home service calls in half, 10x online engagements in two weeks, and give customers more choices for how to shop.
Attendees will learn:
• How to develop an efficient phygital CX strategy
• What success looks like for phygital CX
• New applications of digital engagement channels
• Ways to connect contact centers and store associates
• How to apply customer data to your CX strategy