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Irv Shapiro Presenting At ITEXPO 2009

DialogTech

DialogTech CEO Irv Shapiro will be presenting on the topic of “Contact Centers in a Web 2.0 World” at ITEXPO on February 4, 2009, alongside Thomas Howe, Shai Berger & Albert Chu. Here are the details about the panel presentation:

A radical shift is occurring in the way customers interact with the marketplace. The traditional mode of defined channels of communication has given way to a broad array of connection points. As traditional channels erode, and a broader community ecosystem emerges, companies must rethink their loyalty equation by understanding how to engage in the new environment. Also as we enter a Web 2.0 world, organizations need to learn how to drive loyalty through enhanced customer involvement in many crucial aspects of an organization, including customer support, product management and engineering and marketing. Likewise they need to be cognizant of the fact that consumers tend to access services in novel ways, including via mobile devices. To fully leverage the potential of Web 2.0 on mobile devices, it will be necessary to transform the service model and user experience of the PC and adapt it for the mobile market while also overcoming the memory restrictions inherent in mobile devices and limited key input. Come to this session to learn more about serving customers in a Web 2.0 world.