Great leaders don’t depend on chance; they lead on purpose. Great leaders lead with passion, they do the right things. But what exactly does passion-driven leadership look like? Join Jasmine Green, Vice President Enterprise Customer Solutions and Enablement at Nationwide, as she shares why passion must be interwoven into every aspect of customer experience (CX).

It should be palpable in the energy leaders have toward their organization, their work, their peers, and their customers. With a desire to serve others and contribute to something bigger than herself, Jasmine is steadfast in capturing, interpreting, and utilizing customer feedback and CX trends to stay ahead of the curve.

Find out how her unyielding dedication to being a champion for those small and often overlooked moments in the customer journey drives long-term sustainable results and creates loyal customers for life. In this moving talk, Jasmine will share her timeless and powerful principles on why passion and collaboration across the organization act as the fuel behind all great leaders.

She’ll explain why understanding your business units and their goals are the key to successfully helping them improve and exceed in CX. Additionally, she’ll address why having vision, empathy, and authenticity are more important now than ever before, especially when it comes to making a difference in the lives of Nationwide’s customers.

The world has never been more reliant on digital channels, often self-served. But how can brands humanize and delight regardless of how digitized the journey becomes, for customers and employees alike. What role does personalization and conversational commerce play, and how can brands meaningfully connect with customer across the digital landscape?

With increased contact volumes across various engagement channels, CX leaders have been challenged to evolve and think outside the box to transform and scale the delivery of customer experiences.

While we can’t predict what the future holds, one thing is certain: customer expectations will continue to rise. The way we meet them in times of challenges, such as economic uncertainty, workforce shortages, and other business pressures in doing more with less, will be critical to coming out on top.

Join our speakers as they share best practices and use cases of how contact centers have been evolving in recent years by leveraging the cloud and technology to unlock CX potential. Are you ready to evaluate your CX capabilities?

Get insights from our experts and actionable practices that can be put in place, including:

• Scaling the delivery of both customer and agent satisfaction
• Increasing customer acquisition and retention by creating a better experience
• Innovating offerings to provide additional business and customer value add

How do brands prepare for the future of business conversations, to ensure they stay ahead of the curve and stand out from the competition? The new generation of consumers are reshaping customer experience like never before. Digitization has launched a new era where brands must be available whenever and wherever to customers, and elevate the level of service they provide. Modern consumers want to connect with businesses at every stage of their journey – from pre-purchase to post-sales support. Join us to learn how consumers of the future think about their overall customer journey and their relationship with the brands they do business with. NOW is the time to prepare for the future.

Big and innovative initiatives take successful collaboration across the organization. The effort requires more than a few meetings and a couple of shared objectives. In some cases, it requires a cultural mind shift. But what does that look like? Listen in as this panel of CX leaders shares what CX innovation looks like at their organizations, and which cultural traits were major enablers.

The last few years have tested even the most digitally savvy brands and exposed inefficiencies and areas for improvement across the customer journey. Many organizations like Roku have used this as an opportunity to take a closer look at their experience gaps for both customers and employees, prioritizing and designing processes to carry out new and improved ways of delivering high-quality services. Join our session to learn how Roku and VXI Global Solutions tackled one of the largest sources of frustration in the contact center – knowledge management.

Many organizations have a lot of data but are constrained by limited access to it, and by the inability to turn it into intelligence with speed and at scale. Join us as a panel of CX data experts discuss how they are cracking the code on how to leverage data to create an ecosystem of intelligence and action to improve customer experience, create effortless process, improve product design, and optimize operational performance.

Having a competitive edge begins with your people. Because happier teams equal happier customers. In today’s work environment, the desire for personal growth, wellness, and fulfillment is more important than ever before. But how do you attract, engage, retain, and create an environment that allows employees to thrive in this new reality?

Wilfred Busby, Senior Vice President of Employee Experience at St. Jude Children’s Research Hospital – ALSAC, is challenging companies to understand there is a different and better way to measure and assess employee satisfaction and success. He is a passionate, disruptive leader who thinks beyond incremental improvement and advocates for the best interests of the organization by helping people live their best lives at work through Executive Coaching.

Discover the profound impact that leveraging your employees as your most valuable resource can have on your business, why staying true to your brand’s core can help you transform your organization’s people, culture, processes, and infrastructure, and what it truly means to walk the walk and talk the talk when it comes to leadership development at a purposeful organization like St. Jude.