Aspire USA 2012 Agenda Office Hours

Inspired by the casual, one-on-one advice offered by university professors during their scheduled “office hours,” Aspire provides its own version to offer focused, relevant information in a casual, small-group setting.  More conversation than presentation, you’ll meet and speak with subject matter experts, partners, and customer peers in a loosely structured format.  The topics were chosen in order to provide deep dives into issues of relevance to all attendees, whether you’re from a global enterprise or small business, focus on B2B or B2C, are buried in the weeds or have a more strategy-based role, or use LivePerson as a service or sales solution.

All sessions are repeated at least once, allowing you to walk away with valuable, specific information.

 

Driving Value from Meaningful Connections with Customers

Ensuring the biggest return on investment from your engagement programs relies on increasing the value of each customer interaction.  Join this session to discuss how LivePerson can help you leverage intelligent customer engagement strategies across your customer lifecycle to achieve your most important business outcomes.

 

Efficient Agent and Chat Review for Small Businesses

Your chat agents are the keys to the success of your program. Join this interactive session to discuss with other clients how they are monitoring their agents’ productivity and promoting success internally, and what information you can use to monitor their success.

 

Exploring New Business Possibilities Using LivePerson APIs

LivePerson APIs and developer tools allow you to extend your LivePerson solutions to address unique and specific business requirements. Learn how to take advantage of these technologies, along with our new API Professional Services packages.

 

Go Mobile with LivePerson

Offer any-time, any-place chat to your customers when they're on the go.  If you're considering extending your chat offering to any mobile platform, join this session for customer and agent best practices in going mobile.

 

Guidelines for Optimizing your Brand's User Experience

An overview of strategic, creative, and content best practices for real-time online engagement. Gain insight into the behavioral trends of your visitors, while learning practical examples that streamline and optimize the user experience at every digital touch-point.

 

Imagine

Do you have big ideas for how to use LivePerson to better enhance your customers' experience?  Dream big with LivePerson Labs!  See what we are developing to take the LivePerson community to the next frontier of real-time customer engagement.

 

Improving Customer Acquisition for Small Businesses

Generating leads online often produces too many unqualified leads, too few quality ones, or a combination of both.  This hands-on session will teach you how to tackle both problems, using LivePerson's chat and engagement technologies to target the right people at the right time.  We'll explore innovative implementation ideas and best practices.  The goal is a steady stream of qualified leads, letting you grow your business quickly without investing in additional resources.

 

Improving Customer Acquisition

Acquiring customers where the customers are requires you to constantly stay ahead of your current approach.  Visit this session to learn from your peers how they are using their online, mobile, and social strategies to drive incremental conversions and higher average order values.

 

Substantially Increase Your Search Marketing ROI through Intelligent Post-Click Engagement

LivePerson can now help you increase your search marketing ROI through intelligent, post-click engagement.  Learn about Keyword Lift, LivePerson’s latest intelligence solution, which has proven to lift conversion rates by over 25%.  Keyword Lift continuously analyzes your search marketing campaign data and—based on that analysis—delivers personalized content to just the right visitors, on just the right page, and at just the right time, engaging visitors and driving conversions

 

Leverage Your Web Analytics Data to Improve Your Chat Results

LivePerson’s Analytics Driven Engagement (ADE) tool can substantially improve your chat results by automatically creating, deploying, and updating business rules based on your web analytics data.  ADE eliminates the guesswork and ongoing maintenance of manually setting up the business rules to determine when proactive chat invitations should be issued.  ADE clients typically experience increased chat acceptance rates, increased conversion rates, increased average order values, and increased customer satisfaction scores.

 

Leveraging Your Customers as Brand Ambassadors

Let your customers be your own sales and marketing team!  Join this session to learn from your peers how they are using their online, mobile, and social strategies in innovative ways to transform customers into evangelists.

 

Learning from Bell Canada's Pay-for-Performance Success

Sherif Dagher from Bell Canada co-hosts a valuable case study-themed session looking at what has made Bell Canada’s pay-for-performance program such a great success.

 

LivePerson Engagement Best Practices for Small Business Conversions

Identifying ways to intelligently engage with visitors on your website doesn't have to be rocket science.  Join this conversation to learn how to take real-life “brick & mortar scenarios” and translate them to engagement opportunities on your site.  We'll discuss ways to segment those visitors that are just browsing from qualified visitors that are likely to convert.  We'll also review the best ways to approach these visitors and how to effectively communicate to drive them to convert.  We'll have you converting your visitors at a higher rate in no time!

 

Lowering the Cost of Customer Service

Many companies want to use online channels to lower the cost of customer service.  Join this session to learn from your peers how they are using their online, mobile, and social strategies in innovative ways to deflect volume from higher cost to lower cost channels, and to lower the cost of those channels even further.

 

LP Connect: The Next Generation of Online Engagement

LivePerson’s latest engagement product, LP Connect, brings online engagement to an entirely new level!  This game-changing solution delivers a rich-media experience that seamlessly integrates chat, voice, and video, all in a collaborative workspace. In doing so, LP Connect empowers businesses to create relevant and impactful customer connections anytime, anywhere, including websites, social media, and mobile devices. Inspired by the dynamics of a face-to-face conversation, LP Connect truly blurs the line between online and in-person customer service.  Join this session to learn more about LP Connect.

 

LP Marketer:  Personalization in the Age of the Connected Customer

Have you seen a live demonstration of LP Marketer? If not, join this session and find out how LP Marketer helps target a wide range of visitors and then quickly and easily create personalized marketing campaigns without relying on IT resources.  One-on-one site personalization tune-up sessions will also be provided.

 

LP Voice:  Start a New Kind of Conversation with Your Customers

Join this session to learn the latest on LP Voice, LivePerson's voice solution, and learn how you can utilize the new developments in innovative ways to drive results and solve the challenges facing your phone channel in today's digital era.

 

Maximizing the Lifetime Value of Your Customers

What are you doing to keep your customers for life?  Join this session to learn from your peers how they are using online, mobile, and social strategies to enrich and expand the customer experience to everyone’s benefit.

 

Meet and Leverage the LivePerson Partner Ecosystem

The LivePerson Partner Ecosystem plays a key role in optimizing the total value of your LivePerson solution, extending the functionality, efficiency, and reach of your customer engagement.  In this session, we'll introduce you to the LivePerson Partner Ecosystem and the various partner categories, and discuss how to get started with a partner solution. This will be a primer for your conversations with the partners throughout Aspire and will help you know the questions to ask.

 

Optimizing Your Workforce:  Increasing Labor Productivity to Achieve Maximum Return on Your Technology Investment

Presented by 24-7 Intouch

Optimizing your workforce is a continual task of balancing cost and service while delivering a high customer experience.  Managing chat labor can be strategic through the use of key information including site traffic, visitor profiles and behaviors, product/service promotions, etc.  In this session, we’ll discuss how to best manage your workforce to match chat demand and achieve both sales and service goals.

 

Pay-for-Performance: Secrets to Successful Implementations

You have your pay-for-performance program in place… but is it performing at its greatest potential? In this session you'll learn the secrets to LivePerson's most successful pay-for-performance implementations.

 

Seamlessly Onboarding Your Customers

Are you making it easy or difficult for your customers to become your customers?  Join this session to learn from your peers how they are using their online, mobile, and social strategies to make sure early customers stay customers, and to get value out of the relationship as quickly as possible.

 

Stopping Hackers and Stepping Up Your Security

Our security team will give you a demonstration of how hackers view your LivePerson solution... and what you can do with your current security controls to protect your company and customers.

 

Training Your LivePerson Team:  Best Practices for Monitoring Your Team's Achievements and Knowing When to Call in Help

You have LP Chat and you have the agents.  How do you make the most out of your investment?  Let’s get together and talk about best practices and strategies to increase customer satisfaction, drive more sales, and increase your average order value.  You aren’t in this alone!  If you need help with training new or existing agents or managers, LivePerson offers courses to help you.

 

Understanding Pay-for-Performance

Afraid of committing to this channel because of the cost? This session is designed for those exploring the possibilities of implementing a solution based on the pay-for-performance model. We'll provide a framework to help you decide if pay-for-performance is right for you. Are you looking to reduce your cap x exposure?  Does an op x variable model that corresponds with your business's seasonality provide better flexibility?  Are you looking for minimal up-front investment? These questions will be addressed during this session.

 

Using Social Media to Connect with Your Customers

From Facebook to Twitter and beyond: online engagement channels have shifted. Are you positioned to reach your customers wherever they are?  In this session we will discuss how you can intelligently engage with consumers who are talking about your brand or looking for help on social media sites. Integration between LivePerson, Facebook, and social media monitoring applications allow you to securely manage chat with social media users.

 

Voice of the Customer:  Transforming Customer Interactions into Meaningful, Actionable Insights

LP Insights is a web-based business intelligence solution that analyzes our customer's chat transcripts to correlate structured web site behavior with unstructured conversational data, enabling LivePerson to deliver actionable and meaningful business insights.  Useful across a wide range of scenarios, LP Insights is used by our customers today to optimize their website, bring clarity to their customers’ product preferences, and spot emerging business trends.  Join this session to learn more about how to leverage your voice-of-customer data.