Growth Imperatives Focus The Business On Point-Of-Service Workers

Growth Imperatives Focus The Business On Point-Of-Service Workers


Available On Demand
Duration 60min
Craig LeClaire
Vice President, Prinicipal Analyst
Craig LeClaire
Craig serves Enterprise Architecture Professionals. He is an internationally recognized expert in business process management and initiated Forrester's series on untamed business processes, including customer on-boarding, invoice management, medical health records, financial compliance, and customer communications management. He specializes in helping companies transform from manual and paper-based processes to the mobile and digital world, as well as in information management, dynamic case management, enterprise content management, electronic signature; document imaging and capture; and document output for customer communications management. Craig is the leading analyst on the outsourcing of document processing services, including managed print services.

Previous Work Experience Craig brings a wealth of experience and knowledge to Forrester through his 20 years' experience in IT and business process transformation. Prior to joining Forrester, Craig was a vice president at ADP, focusing on next-generation solutions for its document management business. Craig was also a cofounder of docHarbor and has held senior positions with several document management providers during the past 15 years. Craig has both a strong business and technology background, including time at MITRE and BBN. He is deeply experienced in the software industry, having authored How To Succeed In The Enterprise Software Market (2005).
Kay Kienast
Vice President, Worldwide Marketing
Lexmark International
Kay Kienast
Kay Kienast is vice president of worldwide marketing for Lexmark International. She is responsible for Lexmark's global marketing efforts with a focus on branding, messaging and lead generation.

Kienast joins Lexmark with more 20 years of high-tech marketing experience. Most recently, she was a principal consultant for Crawford Group, a high-tech strategic consulting company. In that role, she developed a strategic channel plan for Adobe's top channel partners and also launched a software as a service (SaaS) global services solution for Cisco. Prior to Crawford Consulting, Kienast was the chief marketing officer for Avocent Corporation, a leading data infrastructure company.

Previous roles include senior marketing and operations positions at companies including CDW, Unisys Corporation, Digital Equipment Corporation, Bell Atlantic Corporation and Dell Computer Corporation.

Kienast earned a bachelor's and master's degree in business from Kansas State University and a doctorate degree in business from East Texas State University.
Alan Joch
Alan Joch
Alan Joch is a veteran business and technology writer who creates online, print, and live-event content for high-tech publishers and global technology companies. He specializes in technology best practices for commercial enterprises, the public sector, and education. Areas of expertise include electronic content management, printing and imaging, security, enterprise applications, mobile computing, server and desktop virtualization, and the Web.

His feature articles appear in Federal Computer Week, Profit Magazine, Engineering Inc., and other publications.

Previously, Alan spent seven years as a senior editor at Byte Magazine, where he alternately ran the product testing lab and the features department.

The battle for market share is fierce. In order to differentiate themselves from the competition and grow their business, leading organizations are focusing their attention and resources on delivering a winning customer experience. On the frontlines of this battle are point-of-service workers. They are the customer-facing team in the field and in the back office that answers questions, cultivates up selling and cross selling opportunities, and ultimately creates satisfied customers. Even with this new focus, few organizations have the proper processes and solutions in place to quickly gather the information these workers require to be successful.

Register for this Webcast today to learn about the latest research in point-of-service trends and gain key insight on the solutions that can help deliver the critical content your frontline and back office workers are seeking to keep your business on top.

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