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Cincinnati – March 29, 2010 – Worldwide software and services provider Cincom Systems (http://www.cincom.com), IBM and Shaun Smith, expert in Customer Experience Management (CEM) and brand loyalty, will host a webcast on how retailers can invest in more immersive customer experiences by re-engineering processes to deliver winning conversations across all touch points. The webcast will take place on Wednesday, April 14, 2010 (3:00 p.m. to 3:45 p.m. GMT).

In this recessionary environment, customer purchasing behavior is changing as new shopping experiences across extended touch points are sought. Inconsistencies across these touch points can then become a critical issue. Retailing organizations are often faced with the challenge to fully support the multi-channel retail experience across all channels – from POS to web and from storefront to interactions that are handled in the contact center.

In this webcast, directors with responsibility for improving the effectiveness and the efficiency of their customer-facing operations will have the opportunity to learn how to:

  • Influence and orientate customer behavior across channels
  • Optimise core retail processes to provide consistent and differentiated multi-channel experiences
    • Enable a 360-degree customer view from disparate legacy systems, applications and customer data

Cincom, an IBM Premier Business Partner, offers this webcast as part of a series exclusive to senior executives from retail organizations who aim at adapting their CEM strategies to design and deliver new shopping experiences for their customers.

Presenters

Shaun Smith of Smith+co will lead the seminar and interactive panel. Shaun is one of the founders of the customer experience movement and a foremost expert in CEM and brand loyalty. He regularly speaks to audiences around the world on the subject.

Randy Saunders, an internationally experienced management consultant specializing in developing customer experience strategies, is program director for Cincom’s Customer Experience Management group.

About Cincom

For 41 years, Cincom has helped thousands of clients worldwide by solving complex business problems with its software and services. Cincom, an IBM Premier Business Partner, has partnered with Smith+co to help contact centers differentiate and outperform through customer experience management.

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