Customer Engagement from the Inside Out

Yelp. Twitter. Amazon Reviews. Google Local. It’s easier than ever for customers to share their experiences with brands — good or bad — and one negative comment is often worth ten positive comments. It’s clear that customer engagement has become a major differentiator for businesses in the 21st Century. In the age of social and mobile, when everyone is ready to broadcast their opinions to the world, how can your business ensure a positive customer experience? The business processes that govern how a company operates at every level are what ultimately determine customer satisfaction and loyalty. Social and mobile computing are the ticket to modernizing these business processes and driving growth.

Appian is pleased to partner with KMWorld for a panel discussion examining these issues. KMWorld publisher Andy Moore will moderate the panel, which features independent consultant David Carpenter, Kaushik Ray, BPM Applications Group Director for Energy Alloys, and Appian’s own Vice President of Product Marketing, Malcolm Ross.

David Carpenter, an accomplished BPM professional and industry speaker (check out his presentation at Appian World 2012), will discuss how real estate management giant Archstone supported its “Great Service. Guaranteed” brand promise with Appian BPM software. Kaushik Ray will show how Cloud BPM is uniting his company’s ERP system with its customers’ ERP systems to make business as seamless as possible. Malcolm Ross will round out this all-star team with an explanation of how using mobile, social and cloud capabilities can drive the same sort of value for your organization.

Webinar attendees will learn how to:

  • Think “from the outside in” in using internal processes to maximize the customer experience
  • Rapidly deploy process improvements, and iterate over time, without negatively impacting existing systems
  • Effectively leverage social computing and mobile apps in a work context to drive real business value

It’s time to engage your own customers by bringing your internal processes up to speed. Take advantage of mobile and social capabilities – you can start by joining the panel discussion. View it on-demand on our website. Don’t allow missed opportunities to result in bad word-of-mouth for your brand online!

Alena Callaghan

Web Marketing Manager