An Execs In The Know Virtual Event during April 26-28, 2021 and Now On-Demand
Customer Response Summit is built by leaders for leaders. Hear and learn from corporate brand leaders responsible for the customer experience strategy and operations within their organizations, as well as partners leading the way in CX innovation.
Corporate Forum
Engagement & Networking – Exclusively for Corporate Brand Leaders
Chad McDaniel
President
Execs In The Know
Ours is a close-knit industry of highly engaged thinkers and innovators. In particular, the Execs In The Know community is blessed to count some of the best and brightest among our ranks. So please join us for a special interactive, peer-to-peer forum where we will all gain a better understanding of each other’s challenges, interests, and areas of focus. This 90-minute, corporate-only roundtable discussion will provide you an opportunity to meet your fellow CX leaders, collaborate, and begin a crowdsourcing discussion on your most pressing topics.
We sincerely hope that you can join Chad McDaniel, President and Co-Founder of Execs In The Know, for a frank discussion about the future direction of CX.
This session is not available on-demand
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.
ATTEND THIS SESSIONThe pandemic heightened the need for digital transformation like never before. And while some brands continued to execute on existing strategies, most struggled with where to even start on their digital transformation journey, including how to prioritize their digital initiatives. Now, over a year later, where do brands really stand with their digital customer experience (CX) transformations? What have been the successes? Are brands prepared for the next pandemic, or do gaps still exist in terms of strategic planning and preparation meant to fully leverage digital CX and drive business value?
Join Kevin Bottoms, Global VP of Customer Journey Innovation at TELUS International, for a candid “reality check” discussion uncovering:
• Where brands really stand in their digital CX transformation journey
• What were (and still are) the key inhibitors to achieving CX automation
• How brands are deciding what to automate first
• Lessons learned from pivoting CX strategies so quickly
• What needs to happen in the “next normal” to best support the customer journey
Nearly every company collects customer feedback, and most of them think of CSAT or NPS as key metrics to “manage to.” But forward-thinking CX leaders are tapping into feedback’s incredible value as a tool for maximizing employee performance and productivity. How can you use customer feedback as an asset that continually shapes employee mindsets?
How can you operationalize it to keep employees engaged and performing at their highest levels?
Get answers to the above questions and others during this three-member panel discussion, moderated by Ellie Dubbs, Product Strategist, VOC Solutions at Concentrix. Learn about four modern practices for using customer feedback to unleash employee potential, as well as the results leading brands are achieving. You’ll leave with practical suggestions for putting these powerful practices into action.
ATTEND THIS SESSIONCummins Inc., a global power leader and winner of Calabrio’s Trailblazer award, is a corporation of complementary business units that design, manufacture, distribute, and service a broad portfolio of power solutions. With a unique, proactive approach to forecasting anticipated customer and business needs, Cummins has developed a new and highly effective service model.
Join John Weippert, Global Customer Support Systems Manager at Cummins, and Dave Hoekstra, WFM & Product Evangelist at Calabrio, as they share Cummins’ unique approach to delivering proactive service solutions, both within and beyond the contact center. As a part of this session, you’ll learn how Cummins:
• Uses technology to proactively predict service needs and maintenance for their machines
• Increases efficiency and ROI to the business by taking a proactive versus reactive approach
• Utilizes workforce technology in a forward-thinking, innovative way to address business and customer needs
In 2020, as customer experience (CX) leaders, we were challenged to implement strategies that were multi-faceted and heavily shaped by our business type and the economical ebb and flow of consumer demand. Given the unprecedented nature of these business challenges and their downstream impact (like slower supply chain flow, closed storefronts and event-based venues, and a rapid consumer shift to online purchasing), many companies were forced to pivot the focus of their 2020 plans to supporting business continuity and approaching customer care in entirely new ways.
Join Carolyne Truelove, Head of Global Fan (Customer) Experience at Fanatics Inc., for an inspiring journey examining the importance of values-based communication, employee development, and a company culture that balances hard work with fun. Learn how Fanatics adapted quickly to implement new strategies that leveraged adjustments to Fanatics’ people, processes, and technologies, resulting in:
• Safer work environment for employees
• Retention of a high number of team members
• Successful maintenance of Fanatics’ eCommerce business
Coffee Talk
Engagement & Networking – Exclusively for Corporate Brand Leaders and the Sponsor
Sponsored by
Every day, customers and employees engage across a variety of platforms including customer portals, loyalty apps, virtual desktops, and CRM dashboards. Many of these platforms were not necessarily designed for today’s remote-based, digital-first landscape. Are these platforms performing as expected? More importantly, do CX leaders have the tools they need to evaluate the experiences customers and employees are having on these platforms?
Join Jyllene Miller, Executive Vice President Marketing and Emerging Business at Concentrix, as she moderates an engaging conversation about how to better evaluate today’s CX platforms, and also understand the experiences they create for both customers and employees. In this session, you’ll learn innovative ways to:
• Generate a deeper understanding of the end-to-end experience of various digital CX platforms
• Evaluate and benchmark the experiences of customers and employees against the competition and industry leaders
• Create actionable insights to help guide and inform other areas of the organization
This session is not available on-demand
Coffee Talk
Engagement & Networking – Exclusively for Corporate Brand Leaders and the Sponsor
Sponsored by
Forrester predicts that customers who used digital channels for the first time last year will continue to do so, driving a 40% increase in the volume of digital interactions. But is your digital customer experience effortless and ready to keep them coming back?
Join moderators Abhay Prasad, Senior Director, Product Management, Intelligent Engagement at Nuance, and Shelbi Scott, Senior Manager, Omni Channel Optimization at Nuance, as they guide an interactive conversation on the strategies and best practices that will transform your digital channels into your customers’ new first choice. The discussion will also touch on creating awareness of digital channels, identifying when and where digital engagement provides the greatest value, and exploring how to create smoother, seamless channel transitions.
Join the conversation to dive into:
• How customers’ channel usage changed last year — and how brands rapidly adapted
• Innovative ways to “nudge” customers into digital channels — from using conversational outbound messaging proactively, to presenting personalized digital options at the perfect time
• The strengths of each digital channel, and how to play to them
• What it takes to seamlessly carry conversation context between your channels
This session is not available on-demand
Coffee Talk
Engagement & Networking – Exclusively for Corporate Brand Leaders and the Sponsor
Sponsored by
As brands transform and move to a more digitally focused customer experience, it’s no surprise that they’re also changing how they think about their outsourcing partners. Voice agents are no longer enough as customers demand self-service and social care. Meanwhile, brands are wondering how to show ROI on their customer care. To succeed in this new environment, brands need to find creative solutions that drive exceptional CX, loyalty, and revenue.
Join Chris DeLambo, SVP Business Development & Channel Partnerships at HGS, and PK Kalra, SVP, Head of Client Solutions & Capabilities at HGS, for an interactive and engaging conversation focused on thinking about transactions in new and creative ways. Come ready to ask questions and learn more about innovative contracting models that result in greater value and better outcomes. Specifically, learn about:
• Payment in Common Stock (Yes, you read that correctly)
• Low Rates to Entry
• Self Service & Agent Assist at No Charge
• No Cost Agent Training
• Outcome Based Pricing
This session is not available on-demand
In today’s pandemic impacted work environment, many companies were forced to move into a world of remote work with little notice. The jump from on-premise to remote work can strain employee engagement, and leave employees feeling disconnected from the brand and their team. When engagement wanes, productivity suffers, and KPIs drop.
Join Whitnee Hawthorne, Vice President of Customer Support at JetBlue Airways, as she discusses how JetBlue engages, motivates, and inspires a remote workforce. Specifically, learn how JetBlue Airlines is:
• Evolving their engagement strategy
• Using technology to recreate an in-person feel
• Leveraging different learning styles to drive impact
• Capitalizing on peer–to–peer relationships
• Creating surprise and delight moments for employees
Verizon is well-known for creating the networks that move the world forward. With the challenges of 2020, the customer experience Verizon provided became as vital as their networks. Acutely aware of evolving customer expectations, Verizon quickly accelerated their digital transformation. The critical nature of unprecedented events amplified the need for a digital-first customer experience, yet delivered in a very human way.
Join Phil Leininger, Senior Vice President, Omnichannel Customer Experience at Verizon, as he shares lessons learned from 2020, including how Verizon’s customer experience journey evolved from just making it work to making it simple, as well as the current focus on making it personal. He’ll also provide a glimpse into the innovations that ensure each customer interaction has a uniquely human touch.
ATTEND THIS SESSIONIt may seem simple, but the reality is that great customer service experiences start with great customer service agents. When a customer calls, emails, or chats in with an issue, your agent has the opportunity to make or break their perception of your brand with how they handle the situation. If your organization is like most, you probably already have a quality assurance (QA) program in place to monitor customer interactions. But not all QA programs are created equal.
Join Chris Vodola, Regional VP of Client Success at Stella Connect by Medallia, and a group of top CX leaders in exploring how QA done right can help you manage your team in a more active, effective, and lucrative way. Among the topics to be discussed:
• Diagnosing a flawed QA process
• Using QA to facilitate 1:1 training and coaching
• Understanding Passive QA vs. Active QA
• Transforming your QA program using real-time feedback
With increasing customer volumes and customer expectations, Comcast realized it needed to adapt its live chat experience. It did, transforming a small team of agents offering limited support hours into a personalized around-the-clock live-chat experience across the whole organization. This is a continuation of a journey began in 2018, when Comcast first shifted its sales and customer care divisions to Nuance Live Assist giving agents more power to assist in creating an exceptional customer journey.
Join Ellen Stecklair, Director, Channel Tools at Comcast, as she shares lessons learned from her customer experience journey transformation. Along the way, you’ll learn about:
• Selecting the right team as your chat pioneers
• Taking time to assess your architecture before starting your program
• Making changes at the division or team level, and giving each group their own KPIs
• Quickly pivoting to new normal during 2020
• Meeting customers on the channels of their choice
Every year, leading research firms such as Forrester, Gartner, and COPC Inc. conduct and share insights and findings from industry studies, market analyses, workforce studies, and privately sponsored research. Are the outputs from these efforts simply interesting to know, or do they really help shape your customer experience (CX) strategy?
Join Fancy Mills, COPC Inc. Product Marketing and Content Leader, as she facilitates a panel of CX leaders in exploration of how the industry can best unlock the value of CX research. In this session you will learn how to use industry research to better:
• Inform your business decisions and CX strategies
• Shape the design of future products and services
• Transform insights into initiatives
• Benchmark your own operations against CX leaders and innovators
Call centers generate massive amounts of data, which could be harnessed to drive productivity. But most centers are not equipped to process that data in real time — when it’s most useful. Intelligent Automation can help by empowering customer service teams to convert raw insights into profitable actions.
Join Kevin Jolliffe, Senior Vice President, North America at Intradiem, and Jennifer Lee, Chief Strategy Officer at Intradiem, as they discuss the why and how of solving the call center data problem, and why it is so crucial for improving customer experiences.
During this session you will learn more about:
• How one of Canada’s largest communications and media companies solved the call center data challenge, figuring out a way to use, in real time, data generated by their call centers
• The positive impacts of automation when applied alongside (not in replacement of) humans to improve efficiency, while also increasing employee engagement and customer satisfaction
ATTEND THIS SESSIONCoffee Talk
Engagement & Networking – Exclusively for Corporate Brand Leaders and the Sponsor
Sponsored by
In the past ten years, the industry has made significant advances in conversational technology, but this hasn’t always resulted in significantly better customer experiences. To unlock the full potential of conversational artificial intelligence (AI), successful programs must also employ robust customer-centric design principles focused on making the technology work for the people who will use it.
Join Susan Hura, PhD, Director, Conversation Design Services at Interactions, as she leads an interactive conversation focused on the concept of unifying powerful technology with a deep understanding of its users to deliver exceptional experiences, bringing conversation technology to the next level. Bring your insights and hear what your peers have to say in regards to:
• Using AI-powered technology to boost convenience and reduce customer effort
• Combining AI and human understanding to deliver human-like experience across a variety of channels, including voice, text, web chat, social media, and mobile
• Closing the loop on machine learning with actual engagement data, creating a smarter solution with every interaction
This session is not available on-demand
Coffee Talk
Engagement & Networking – Exclusively for Corporate Brand Leaders and the Sponsor
Sponsored by
Twenty-twenty served up the most unusual situation for vendor managers and their outsourced partners. We dusted off business continuity plans we never imagined needing and experienced a drastic unplanned shift to work-from-home staffing models. As we shift into 2021, things are starting to settle down and we now have a better picture of the lasting effects of the pandemic on business models and performance stability. So now, what should be the top priorities of focus for vendor management teams?
Join Kyle Kennedy, the Chief Operating Officer of COPC Inc., as he leads an interactive and engaging Coffee Talk session focused on the current State of Vendor Management and the key priorities and challenges facing the industry. We will focus on a variety of vendor management priorities for 2021, including:
• Outsourcing requirements
• Cost structure
• Optimizing virtual management
• Impact and implications of Impact Sourcing
This session is not available on-demand
Coffee Talk
Engagement & Networking – Exclusively for Corporate Brand Leaders and the Sponsor
Sponsored by
Business is anything but usual in 2021. Our customers are bombarded with spam and robocalls and 94% of them don’t answer unidentified calls at all now. Meanwhile, both customers and businesses prefer voice over any other communication channel. Innovative leaders are bridging this communication gap with branded, secure voice calling experiences. The ability to identify and brand your phone call delivers a better customer experience translating into better business outcomes such as increased sales conversion, more surveys completed, and more deliveries made.
Join Matt Weller, Director of Strategic Initiatives at Hiya Inc., as he leads an interactive discussion about the voice channel. Bring your perspectives on the impact of spam and fraud calls on your customers and business, and learn how organizations can separate themselves with a Voice Performance Strategy. Share your thoughts and learn from others regarding:
• Reducing the spam reports on your outbound phone numbers
• Improving your contact rates dramatically with a branded call experience
• Increasing the speed and quality of your customer engagement
• Managing and monitor your metrics for continuous improvement
This session is not available on-demand
We can no longer treat Trust & Safety as a risk mitigation proposition. In fact, ensuring customer safety and cultivating customer trust is now an integral part of customer experience due to the proliferation of online services containing user-generated content (UGC).
With user growth comes new challenges for UGC platforms. YouTube has to scale its operations effectively to combat evolving and emerging threats, while continuing to foster trust within its community of content creators and consumers. There is untapped potential for leveraging the principles of a customer–centric approach to improve how YouTube’s creators experience the platform’s policies, focusing on reducing high–impact false positives, delivering timely and effective help when mistakes are made, and inspiring trust by creating greater transparency.
Join Radha Penekelapati, Director Scaled Operations, Trust & Safety at YouTube, to hear how her organization is scaling its operations and leveraging the combined capabilities of people, processes, and technology to meet the evolving experience expectations in a dynamic, growing, and highly demanding space.
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