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.

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.

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.

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

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 

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.

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. Hear from Kevin Jolliffe as he shares why solving the call center data problem is crucial for improving customer experiences. You will learn more about:

• How Canada’s largest communications and media company solved the challenge of taking advantage, in real time, of the massive amounts of 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

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

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.