(Cincom: Cincinnati) -- Worldwide software and services provider Cincom Systems, IBM, and Shaun Smith, expert in customer experience management (CEM) and brand loyalty, will host a web cast on how retailers can invest in more immersive customer experiences by re-engineering processes to deliver winning conversations across all touch points. The web cast will take place on Wednesday, April 14.

In this recessionary environment, customer purchasing behavior is changing as new shopping experiences across extended touch points are sought. Inconsistencies across these touch points can then become a critical issue. Retailing organizations are often faced with the challenge to fully support the multichannel retail experience across all channels—from POS to web, and from storefront to interactions that are handled in the contact center.

In this web cast, directors with responsibility for improving the effectiveness and the efficiency of their customer-facing operations will have the opportunity to learn how to:

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