Watch Our Recorded Live Webinar

Surprise and Delight
Anticipatory Customer Experience

What can your business do to develop anticipatory client engagement strategies?

Watch Rod Brownridge, SVP Customer Success at Fusion Connect, and Micah Solomon, Customer Experience and Customer Service Consultant, Trainer, and Bestselling Author, for an engaging conversation and learn:

  • What today’s customers want and the importance of anticipatory customer service and customer experience  
  • Myths of AI and how to take advantage of AI with your agents in the driver’s seat.
  • How to elevate the human element in your strategy, train and empower your agents to meet customer demands (mindset, training)
  • How to improve your customer communication strategy to surprise and delight clients.

Recorded October 4, 2022

Meet the Speakers

Micah Solomon

Micah Solomon
Customer Experience and Customer Service Consultant, Trainer, and Bestselling Author

Micah Solomon is a customer service and customer experience consultant, trainer, and e-learning producer helping businesses improve and transform their customer service, the customer experience, and company culture. Called the “New Guru of Customer Service Excellence” by The Financial Post, Solomon is a renowned entrepreneur, business leader, and author. Micah Solomon’s techniques and achievements have been featured everywhere from Fast Company to Wall Street Journal Radio and Inc. Magazine’s “Customer Service Makeover” feature.

He’s also well known for having contributed over 1,000 articles on customer service and customer experience to Forbes.

Recently, Micah Solomon authored Ignore Your Customers - (And They’ll Go Away), which has been recognized as one of the groundbreaking customer service books of recent years.

An entrepreneur and business leader himself, Micah is also known for being an early investor in the technology we now know as Apple’s Siri.

Rod Brownridge

Rod Brownridge
SVP Customer Success, Fusion Connect

Rod Brownridge is a Senior Vice President of Customer Service at Fusion Connect, a leading provider of managed security and collaboration services.

Rod brings two decades of operations, engineering, and customer success management to the role. He leads an award-winning customer success team at Fusion Connect with a focus on providing frictionless experience to clients and customers alike. Prior to Fusion Connect he served as head of operations and customer service teams at Covad Communications and MegaPath.