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Ryan Lester

Prediction Series: Interview with Ryan Lester, Senior Director, Customer Engagement Technologies at LogMeIn

What is the most fascinating development you expect to happen in 2020? How is LogMeIn poised to deal with the future? For me, 2020 will be "The Year of the (Employee) Golden Rule". 2020 is the year companies need to start applying the golden rule of business to both the customer and employee experience. When customer-facing employees are armed with the right tools they need to succeed and do their jobs effectively, it translates into a better experience for customers on the other side. This should be the year that…

TechBytes with Ryan Lester, Senior Director of Customer Engagement Technologies at LogMeIn

Tell us about your role and the team/technology you handle at LogMeIn. I am the Senior Director of Customer Engagement Technologies at LogMeIn. This role gives me the opportunity to work on both our Bold360 Product strategy and roadmap while improving the experiences we deliver to our current, and potential future, customers each day. I have the unique advantage of working every day on delivering a better CX while also working closely with our product team to build solutions that help our customers create a differentiated…

Bold360 Optimizes Workflows for Behind-the-Scenes Customer Support Teams

AI-powered search enhancements and advanced management tools bring more effective coaching and empower teams to work smarter, not just harder LogMeIn announced enhancements to its AI-powered Bold360 suite that make it easier for supervisors, content managers, and other critical behind-the-scenes customer service teams to work smarter, faster, and improve overall performance. From aggregating valuable information to more advanced agent monitoring, these latest features drive operational efficiencies and empower support teams…

TechBytes with Ryan Lester, Director, Customer Engagement Technologies, LogMeIn

Ryan Lester Director, Customer Engagement Technologies at LogMeIn Earlier this year, LogMeIn published a report on AI Customer Experience. In this context, we spoke to Ryan Lester, Director, Customer Engagement Technologies at LogMeIn, to understand the major challenges and opportunities in delivering contextual CX identified in the study.Tell us about your role at LogMeIn and the team/technology you handle. My team and I own the strategic development and implementation for the go-to market plan for AI, Chatbot and…

Bold360 by LogMeIn Wins 2018 SaaS Award for Best Customer Service & CRM Product

LogMeIn announced that its flagship intelligent customer engagement product, Bold360, was named a winner of the 2018 SaaS Awards for Best Product for Customer Services/ CRM.  This global program celebrates the best and brightest in cloud computing and Bold360 was honored for its proven ability to help businesses support their customers in truly innovative ways. The SaaS Awards is a sister program of the Cloud Awards, an international program which has been recognizing and honoring industry leaders, innovators and…

New Study Spotlights Divide Between Businesses and Consumers Over Definition of “Good” Customer Experience

LogMeIn’s 2018 AI Customer Experience Study Shows Average Time to Resolution is Nearly 3X Higher Than Customers Find Acceptable LogMeIn, Inc. released a new study designed to analyze the business impact and consumer attitudes of today’s customer journey.  The LogMeIn 2018 AI Customer Experience Study surveyed over 5,000 respondents made up of both business leaders and consumers around the globe.  The research found that over one-third of consumers were not impressed with their customer journey, citing an average or poor…