As difficult economic times continue to challenge every industry today, focus on delivering a consistent customer experience and enhancing the customer experience is also becoming crucial to a large extent. Knowing what customers think, how customers behave, and what customers say can to a great extent uncover and prioritize actions that drive positive cash flow for every business.

In a new free Webinar sponsored by Convergys, a company specializing in relationship management solutions focused on optimizing the everyday interactions between customers and employees, attendees are given an opportunity to learn about the most powerful competitive differentiator, the forgotten "customer experience".

The webinar titled, "The Forgotten'E': Focusing on the Customer Experience at Every Touch Point," will be held on Tuesday, June 29, 2010 at 11am Eastern. Attendees of this event will learn to focus on their most strategically important customers, deliver a consistent customer experience at every touchpoint and continuously evaluate and enhance the customer experience.

Particularly, the webinar is aimed at helping customer care/customer experience executives, call center directors and managers and anyone who impact the customer experience.

Shaun Smith, business author, consultant, and customer-experience expert will share his thoughts and experience along with Bob Moore, director, Solutions Marketing at Convergys (News - Alert). As a co-author of three acclaimed business books, Shaun Smith has been rated as a top business speaker for leading organizations throughout Europe, Asia Pacific and the U.S. Currently he runs his own London-based customer experience consultancy, Smith+co.