FEATURED KEYNOTE - DAY ONE
Paul Brandt
Chief Experience Officer
A Balanced Approach to CX for Extraordinary Outcomes
From operational excellence and quality to the employee experience, and more — creating a balanced approach to customer experience requires everything working in unison in order to deliver an extraordinary customer experience (CX). Every day we’re barraged with data, KPIs, stats, etc. It can often feel like we’re drowning in “Information Overload!” So, how do you make sense of it all? Learn how Loanpal has focused its thinking on building a “Winning Formula” for their customers. This approach has helped ensure CX success by building a balanced approach across a host of variables. It starts with customer-first principles — knowing your customers and understanding what they value — then determining how to measure success against these principles.
Join Paul Brandt, Chief Executive Officer at Loanpal, as he shares a powerful strategy for providing balanced, frictionless support for millions of homeowners who are making investments in sustainable upgrades such as carbon footprint reducing solar systems, high-efficiency HVAC solutions, and much more.
Agenda
DAY 1: Monday, April 26, 2021
| Add to My Outlook Calendar | Add to My Google Calendar |
10:00 AM – 11:30 AM PDT
|
Corporate ForumPeer-to-Peer CX Leadership Collaboration – Exclusively for Corporate Brand Leaders |
DAY 2: Tuesday, April 27, 2021
| Add to My Outlook Calendar | Add to My Google Calendar |
7:15 AM – 7:30 AM PDT
|
Opening RemarksChad McDaniel |
|
7:30 AM – 8:15 AM PDT
|
Keynote: A Balanced Approach to CX for Extraordinary OutcomesPaul Brandt |
|
8:15 AM – 9:00 AM PDT
|
Panel: Re-Working Digital CX: A Reality Check with Top BrandsKevin Bottoms Deserie Dulaney Jason Clement John Riordan |
|
9:15-AM – 10:00 AM PDT
|
Panel: Customer Feedback: 4 Fresh Practices for Unlocking Employee PotentialEllie Dubbs Sandra Diggs-Miller Jim Gallagher Karine Poulin |
|
10:00 AM – 10:45 AM PDT
|
Case Study: Cummins: A Proactive Approach to Forecasting Beyond the Contact CenterJohn J. Weippert Dave Hoekstra |
|
11:00 AM – 11:45 AM PDT
|
Keynote: The Adaptive Change: How Fanatics Inc. Provided a Strong eCommerce CX in a Time of Immense ChangeCarolyne Truelove |
|
12:00 PM – 12:45 PM PDT
|
|
Breakout Sessions: Coffee TalksExclusively for Corporate Brand Leaders |
1:00 PM – 1:45 PM PDT
|
|
Keynote:Whitnee Hawthorne |
DAY 3: Wednesday, April 28, 2021
| Add to My Outlook Calendar | Add to My Google Calendar |
7:15 AM – 7:30 AM PDT
|
Welcome & Opening RemarksChad McDaniel |
|
7:30 AM – 8:15 AM PDT
|
Keynote: Verizon: Moving the World with a Personal TouchPhil Leininger |
|
8:15 AM – 9:00 AM PDT
|
Case Study: Doing Contact Center Quality Assurance the Right Way
Chris Vodola |
|
9:15 AM – 10:00 AM PDT
|
Case Study: |
|
10:00 AM – 10:45 AM PDT
|
Panel: The Importance of Research to the Modern CX ExecutiveFancy Mills Daniel Mendez Costabel Brandon Linton China Scroggins |
|
11:00 AM – 11:45 PM PDT
|
Case Study: Harnessing Call Center Data- A Real World Story Intelligent Automation turns data insights into call center actionJennifer Lee Kevin Jolliffe |
|
12:00 PM – 12:45 PM PDT
|
|
Breakout Sessions: Coffee TalksExclusively for Corporate Brand Leaders |
1:00 PM – 1:45 PM PDT
|
|
Keynote: Trust & Safety requires Customer Centric ApproachRadha Penekelapati |
Featured Brands That Attend Our Online Events
