From Panel Sessions, to Keynotes, Workshops, Case Study Sessions, Moments of Brilliance Sessions, and Customer Shop Talk Sessions, each provides a unique way to learn, share, network, and engage.
FEATURED SESSIONS ON MONDAY, OCTOBER 24TH (PRE-CONFERENCE)
Employees across the U.S. are struggling with their mental health. In fact, 75% of individuals who participated in a nationwide survey reported experiencing at least one symptom of a mental health challenge during the previous month. The same survey found high numbers of burnout, depression, and anxiety across all levels of the organization and, perhaps not surprisingly, these values had increased from 2020.
Fortunately, employers and especially leaders can play a key role in improving the mental health of their employees!
During this interactive workshop, our attendees will learn about:
Although layoffs have begun seeping into a few specific areas of the economy, there’s little doubt that the “Great Resignation” is still in full swing. As an industry acutely impacted by workforce challenges, the CX industry continues to navigate the rocky and challenging paths of agent attrition, a hybrid workplace, and a desire to better use technology to improve agent experience. During this session, we’ll look at lessons from the past to gain a glimpse into the future.
Join this special pre-conference interactive session and get ready to explore one of the most pressing and challenging issues of the CX industry. Discuss ways to better retain agents (and support staff) through higher levels of employee engagement and a renewed focus on employee satisfaction and wellness. Explore lessons learned and how gig working principals can bring a whole new level of employee satisfaction and flexibility, not to mention a refreshing passion for your brand. Get ready for new adventures and different technology-enabled approaches to common challenges, and dive into this exciting opportunity to network with, explore alongside, and learn from your CX leader peers.
You’ll leave this session with new ideas for building your contact center of the future. Join your peers for this interactive session and discuss new initiatives and best practices that connect the dots between:
The service experiences you deliver are critical to retaining and attracting customers and maintaining agent motivation. How good is your CX? Knowing where you fall in the CX transformation journey is a key step to understanding how to level up.
Join this interactive session to map out a strategy that will overcome obstacles, put the right people, processes, and technology in place, and deliver the next level of fast, frictionless, personalized self-service. Whether you are in the beginning phases of planning and evaluating platforms or are already far into your automation journey, this workshop provides an opportunity to roll up your sleeves, collaborate with like-minded customer experience (CX) leaders, and create a scalable strategy that will power up your CX excellence now, and well into the future.
You’ll leave this session prepared to best guide your organization’s next artificial intelligence (AI)-powered initiative with:
Your vendors are an extension of your brand. You are entrusting them with your most precious asset – your customer. So, how you manage them has a direct and lasting impact on customer loyalty and bottom-line growth.
It is an exciting time in our industry! Customer expectations are rapidly evolving, channel availability is expanding, and the complexity of transactions handled by outsourced partners continues to increase. So, a structured approach that transforms the nature of these relationships from one of a vendor to a trusted partner is critical to long-term, mutual success.
To accomplish this, the traditional “vendor management” approach of the past needs to evolve. Reimagining how you think about governance models, vendor manager skillsets, role expectations, measurements, and levels of oversight will help you navigate the changing nature of outsourcing.
Join COPC Inc. and Groupon in this engaging workshop to discuss how to transform your own vendor management and outsourcing approach.
We will explore ways to:
Attendees will learn from each other through a series of exercises and small group discussions, facilitated by COPC Inc. and Groupon. Your facilitators will also incorporate how Groupon was able to change the trajectory of its vendor management approach and drive significant and sustained improvements.
You will walk away from this session with practical ways to improve your own vendor relationships and overall performance.
FEATURED SESSIONS ON TUESDAY, OCTOBER 25TH (DAY 1)
Expectations are always evolving for both customers and employees, and it takes constant innovation just to keep pace. Join Alice Pope, Vice President, Global Device, Digital, and Alexa Support at Amazon, as she shares how the world’s most customer-centric company is constantly matching ever higher customer and consumer expectations by leaning on practical, innovative solutions that can have an immediate impact on agents and customers.
Not every project or initiative requires millions of dollars in investment to create meaningful change. Sometimes innovative thinking is all it takes. Find out how Amazon turns scrappy, simple ideas into agile and effective initiatives that keep employees engaged, connected, and enthusiastic. Learn how these efforts translate into not only higher satisfaction levels for employees, but more positive experiences for Amazon customers and merchants.
In recent years, customer experience (CX) operations have paddled into deep waters when it comes to digitalization and automation. The technological challenges of doing so are one thing, but the human challenges are yet another. During this panel, CX leaders from top brands discuss their own recent digital transformations, sharing best practices for delivering digital innovation while also maintaining the balance and irreplaceability of the human touch. From people-focused user experiences to empathy and purposeful personalization, join us for this enlightening discussion and learn how your brand can capitalize on both technological innovation, as well as the strength of authenticity of human advocacy.
The sudden rush into AI-powered solutions and AI-assisted self-help over the past 2 years has come full circle as brands dissect which of those initiatives provided value, and which didn’t. Undoubtedly these technologies are here to stay, but brands are realizing they need to take an end-to-approach that places the customer experience as the top priority.
Join this session to for real-world examples of what worked and what didn’t. Discover some of the industries emerging best practices for your next iteration of contact center-based AI and find out how AI can effectively serve both customer and business needs.
Hybrid and fully remote workplaces are here to stay. While this has already had a major impact on things like hiring, training, and employee engagement, it’s also changing how the performance of ongoing operations are managed and measured. During this panel, you’ll hear from top brands that are rethinking performance optimization, taking a fresh look at things like coaching and key performance indicators (KPIs). Discover how greater transparency is empowering frontline staff and learn how forward-thinking organizations are helping employees and customers succeed — in some cases pivoting away from some traditional metrics while placing greater emphasis on the experiences of customers and employees alike.
Abstract Coming Soon
During this wide-ranging discussion, you’ll learn about the successes that defined 2022, the biggest challenges and how they were overcome, and look to what’s next. Listen in as a panel of esteemed CX leaders talk about what inspires (both themselves and their teams), learn about their most innovative initiatives, and let your imagination roam free as the discussion turns toward what’s coming next for CX, both at the organizations of those on stage, and across the industry as a whole.
GigCX puts brand advocates on the front line, relaying a unique enthusiasm and passion for the brands they serve. GigCX not only offers unrivaled flexibility for workers, it’s also fast becoming an essential resource for brands facing the challenges of a historically tight labor market and a customer base that continues to demand (and expect) live assistance.
Join Limitless and client Zwift as they share the reality of GigCX. Find out how the process works from both sides of the engagement, and learn about the limitations and practical advantages of putting your biggest fans on the front lines.
Learn about:
Automated and artificial intelligence (AI)-powered solutions are an increasingly important part of customer experience (CX) operations — but implementing and optimizing such solutions can be a complicated endeavor. During this panel, you’ll hear from several CX leaders who have turned computing power into a transformed service experience. Listen in and come away better prepared to tap into the power of automated and AI-powered solutions by:
Digital transformation is the buzzy phrase that’s on everyone’s lips, but what does it mean for a 110+ year old company? More importantly, when surrounded by deeply outdated legacy systems and the challenges of post-bankruptcy survival, where do you even start the journey?
Learn how FTD has pivoted out of bankruptcy, leaned into a pandemic-induced resurgence, and has since vigorously embraced a path of digital transformation, reinvigorating both the customer and employee experience. Get an insider’s look at how the company has realigned behind new leadership and built upon the foundational strength of cross-functional teams, fully focusing every part of the organization on the customer experience from the frontline right up through the C-suite. From the mistakes to the successes, you’ll discover what it takes to create real change, and you’ll learn of the exciting things to come for this 112-year-old floral and gifting network.
FEATURED SESSIONS ON WEDNESDAY, OCTOBER 26TH (DAY 2)
Digital adoption accelerated during the pandemic as we distanced from human interactions. Still, with the light and warmth of hospitality instilled in everything we do at Hilton, we are acutely focused on the intersection of the physical and digital. We call it Phygital… and we are on a mission to humanize the digital experience.
For over a century, Hilton has been innovating on behalf of our guests. Today, we fuse our proprietary technology with our uniquely Hilton hospitality to deliver reliable, friendly, and personalized experiences from start to finish.
Here’s a tall order: scale the customer service strategy of one of the one of the world’s largest quick service restaurants.
Even taller? Do it while cutting costs… without sacrificing quality to the customers.
In this session, you’ll hear about the successful partnership between Simplr and a global restaurant chain. Simplr has been able to help the company tackle the growing pains of life in the fast (food) lane: forecasting, backlogs, and wildly unpredictable volume surges.
Participants of this session are invited to imagine what their CX teams could accomplish in the absence of daily CX stressors.
Featuring a success story from one of the world’s largest quick service restaurants.
Delivering Exceptional Experiences, Accelerate ROI, and Actionable Insights to Manage Client Experience
Join Rick Small, Executive Vice President, Director of Financial Crimes at Truist, as he shares how partnering with Continuum Global Solutions continues to address a critical need. Rick will walk us through how the fraud landscape has impacted the industry and Truist, the challenges that arose during the pandemic and how Continuum Global Solutions was able to deliver an immediate solution that allowed Truist to meet the expectations of its clients by providing best in class agents, along with strategy and processes to address client fraud complaints, all within a 90-day implementation window.
The Metaverse is poised to transform customer experiences beyond recognition. Companies looking to set themselves apart are monitoring this fast-evolving landscape to find virtual offerings that most closely align with their brand—immersive experiences, new revenue streams and loyalty drivers. During this session, you will hear what CX leaders from top brands envision for the future of CX unlocked by the metaverse. The panelists will share insights on how to explore the new possibilities emerging, create new experiences for everyday people, and how brands can stake a claim in this new virtual world.
Will be Joining us at CRS Coronado
Take a look at our CRS Coronado Agenda with more details to come.
The contact center industry plays a pivotal role in delivering efficient customer service and support across various sectors. However, operating a contact center can be costly, primarily due to the highly labor-intensive nature of its operations. To address this challenge, organizations are increasingly turning to automated process flows to optimize their contact center operations and achieve significant cost savings.
Join us as we share the remarkable transformation journey for PSCU, the nation’s largest credit union service organization, and how they leveraged AI and automation to simplify hundreds of workflow processes and eliminate their complicated knowledge base—all while boosting agent performance and efficiency.
By streamlining and automating data retrieval and consolidation, knowledge management, and issue escalation processes, agents can dedicate their expertise to more complex, value-added tasks. This not only amplifies their productivity but also elevates customer satisfaction by ensuring faster and more precise resolutions.
In this session, Kim West, VP Product Marketing from Uniphore, will share invaluable lessons and key takeaways to:
Technology is most effective when it’s used in the service of human beings. Join Intradiem President Jennifer Lee for a customer case study featuring Jim Simmons from Synchrony Financial. Jennifer will discuss technology-driven strategies to boost employee well-being and performance, and Jim will explain how Synchrony Bank is leveraging automation along with Thrive’s science-backed behavior change platform to provide more human-centric support to its contact center agents. Arianna Huffington, founder and CEO of Thrive Global, will share via video how Thrive embeds employee well-being into everyday workflows, which lowers stress, builds resilience and improves performance.
In today’s competitive business landscape, customer service has become the ultimate differentiator. It’s no longer just about resolving issues; it’s about creating meaningful connections that foster loyalty and advocacy. Channel shouldn’t matter when it comes to delighting customers. The modern customer service team needs to meet customers where they are without having their information siloed across tools or channels. This panel discussion will bring together industry experts, thought leaders and seasoned practitioners to explore effective strategies and best practices for cultivating lifelong conversations with customers. Through engaging dialogue and insightful anecdotes, the panelists will highlight the key elements contributing to making customer service the centerpiece of your business by establishing a seamless channel experience that transcends traditional boundaries.
We all see it coming, an AI revolution that is more than just hype. However, figuring out how to make it work smoothly for customer service and finding the best way to learn, evaluate, and put it into action is not a walk in the park.
Join us as we examine the opportunities for leveraging AI to better understand, shape, customize, and optimize the customer journey and your overall CX. We’ll share real-world success cases and even a few cautionary tales of when things didn’t go quite as planned.
During this Shop Talk, you’ll leave understanding:
Navy Federal Credit Union (NFCU) has always been focused on providing member-first service to more than 12 million global customers, and their frequent recognition by Forrester, KPMG, and JD Power reflects that emphasis. With the advent of more advanced technology, NFCU has worked hard to strike a balance between the high-touch interactions and digital journeys they provide to members. To guide this work, NFCU adopted a Digital First, Member Always philosophy.
In this session, we will share a glimpse into some of the ways the NFCU customer experience teams are bringing this mantra to life. Starting with the fundamentals, we will discuss key initiatives that are improving the member’s digital journey.
You will learn about:
We hope you will join us to hear about NFCU’s exciting journey as they deliver compassionate service that strives to always put the member first!
As the workforce grows and diversifies, leading across generations has become more challenging than ever before. There are now five generations in the workforce (Silent Generation, Baby Boomers, Generation-X, Millennials, Generation-Z), each with unique values, communication styles, work preferences, motivators, and technology habits. This can lead to misunderstandings and incorrect assumptions among colleagues, making it critical to welcome different perspectives and use them to lead effectively.
In this workshop, COPC Inc. will present 2023 research that illuminates the reality of generational divides in contact centers and customer experience operations.
Attendees will:
Join COPC and your peers to learn how to transform your leadership approach and create a culture that welcomes generational differences. Leave this session with a better understanding of how to lead and manage each generation while maintaining individual strategies for maximum success.
Join Execs In The Know on Friday, September 22nd at 2 PM for an exclusive behind-the-scenes tour of SmileDirectClub’s manufacturing facility, dubbed the SmileHouse.
Your host Alvin Stokes, SmileDirectClub’s Chief Customer Contact Officer, will share how this disruptive brand streamlines the process from customer engagement to purchase decision and innovates the CX journey for their customers. He’ll delve into the fascinating connection points between customer experience and the SmileMaker Platform, which uses advanced AI technology via an app to put game-changing innovation in the palm of consumers’ hands.
Be a part of this tour to witness firsthand the impressive 3D printing technology, observe the seamless production of the brand’s clear aligners, and explore how using the power of innovation can up-level your customer experience. We can’t wait to see you there!
As a leading robotic vacuum cleaning company, iRobot prides itself on being a mission-driven builder that is revolutionizing the way the world cleans with consumer robots. In this thought-provoking keynote, Ledia Dilo, VP – Head of Global Customer Care and Fulfillment at iRobot, will address how the brand leverages customer-centric strategies to drive sustained growth, optimize operations, and build customer loyalty in an industry currently challenged by slowing demand, growing competition, and supply chain cost.
With a focus on optimizing operations, she’ll unveil the four strategic pillars that drive iRobot’s customer interactions, streamline onboarding experiences, and transform the contact center into an insights-driven and strategic business unit. Additionally, she’ll highlight the crucial role of the care team, their technical training, and collaborative partnerships with engineering in addressing complex product issues. Find out how iRobot leverages customer data and proactively engages with consumers to build lasting relationships. Drawing on her extensive experience, inspiring anecdotes, and metrics showcasing the success of proactive initiatives, she will demonstrate the immense value of customer-centricity in shaping the trajectory of brands to deliver win-win outcomes.
Join Ledia to gain insights on iRobot’s remarkable legacy that will inspire you to reshape your brand’s customer experience, unlock new growth opportunities, and cultivate enduring customer loyalty.
Join our panel of experts as they delve into the world of artificial intelligence (AI) and its potential transformative impact on customer experience (CX). The revolutionary capabilities that AI offers enable brands to drive meaningful change by delivering efficiency, hyper-personalization, predictive insights, and seamless interactions to just name a few.
This thought-provoking discussion will shed light on a wide range of perspectives, various use cases, and challenges and opportunities that are specific to an organization’s size and structure when deploying AI in the current CX landscape. Our panelists will also share how they are navigating critical considerations, such as ethics, data privacy, and striking the right balance between automation and maintaining a human touch.
The latest AI has the potential to automate far more customer inquiries than prior generations of conversational AI. While most people are familiar with ChatGPT, few have deployed Large Language Models in customer-facing applications.
LOOP Insurance is excited to share their journey from a simple chatbot to a state of the art LLM-powered AI assistant that has yielded an impressive increase in effectiveness and CSAT.
In this session you will learn:
Witness the transformative journey of iPostal1, the worldwide leader in digital mailbox technology, as we explore the extraordinary impact of artificial intelligence (AI) on customer service. Due to rapid growth and an influx of customers, the brand was challenged to rethink how it could maintain its high standards for an exceptional level of service.
Armed with innovative solutions and a dynamic suite of tools, iPostal1, was able to scale its operations and take control of how it managed relationships with customers without diminishing the quality of its customer service.
Join us to hear from Dan Medina, Director of Customer Service Operations at iPostal1, and Colin Crowley, CX Advisor at Freshworks, to learn how AI can empower your customers, agents, and leaders alike by:
The cultural alignment between your organization and your BPO partner has become an essential ingredient to drive performance, speed to proficiency, and a consistent customer experience across locations. When cultural alignment is measured, monitored, and continuously calibrated, both companies arrive at a greater understanding of each other’s beliefs, communication processes, and abilities—functioning with truly dynamic collaboration.
In this session, learn how Qualfon and Neiman Marcus’ cultural alignment has resulted in the ultimate strategic partnership.
In a rapidly changing world, the landscape of work and business is undergoing unprecedented transformations. During his keynote, Peter Mallot, Worldwide Support Leader for Modern Life and Business Programs at Microsoft, will provide an informed perspective and timely insights at the intersection of Workforce Strategy, Culture, and Technology.
The future of work is progression, not an overnight solution. It demands a shift in corporate culture, management philosophy, and workforce adaptation, where the focus moves from reactive to proactive, from support to achievement. The path forward lies in a delicate balance between leveraging technology’s capabilities and empowering people toward greater productivity, collaboration, flexibility, and automation to enable customers to achieve more.
Join Peter to gain a deeper understanding of the engine required to drive change for an organization’s most valuable assets — its teams and its customers.
In this engaging keynote address, Stacy Spikes, CEO of the nationwide movie subscription service MoviePass, will take you on a journey where customer-centricity and innovation converge to create immersive and personalized cinematic experiences for all.
Discover how MoviePass is reinventing itself post-bankruptcy, overcoming past challenges, embracing product and customer service improvements, and setting its sights on a new horizon. From navigating customer churn to building customer trust and loyalty, Stacy will share real-life examples of the pivotal moments and invaluable insights that are shaping the brand’s trajectory.
Learn why diversity and building community are not just cultural values, but smart business moves that lead to better products and greater market reach. Additionally, Stacy will delve into the potential of blockchain technology as a powerful tool to bridge the gap between moviegoers and filmmakers.
Join us for this thought-provoking and inspiring look into the future of cinema and Stacy’s ambitious plans for reinventing moviegoing for customers.
As CX leaders, we recognize that enabling a customer-centric vision holds immense potential for driving value for our organizations.
Join our esteemed panel of industry experts as we explore how CX is used to drive revenue opportunities and strong business value. The panel will unlock the key KPIs and performance metrics that leaders must be measuring and monitoring to validate and amplify the value of their CX vision. With an ever-changing technology landscape alongside evolving customer expectations, we will explore the future impacts of CX ROI and discuss the influence it will have on what we measure.
From this session you will take away:
Enter digital workers, where AI and automation meet to support employee and customer experiences. They are changing our understanding of the future of work.
To support human employees, digital worker technology will continue to advance capabilities. The unique capabilities of Generative AI and automation are enabling CX leaders to gain a deep understanding of customer preferences, behaviors, and pain points.
Join us as we explore a real-world example of how a leading brand harnessed digital workers to revolutionize its contact center operations.
During this Shop Talk, you’ll discover:
As artificial intelligence (AI) and machine learning (ML) technology evolve, contact centers are using them to transform customer experiences through agent assist, self-service, and conversational analytics capabilities.
Join Amazon Web Services (AWS) and Truist to discover best practices for how to leverage AI-powered technology to deliver exceptional customer experiences. In this session, you will learn about:
With the global CX personalization market forecast to hit $11.6 billion by 2026, it is imperative that brands embed true personalization opportunities across the service journey. Facilitation begins with bi-directional omnichannel engagement that will require cutting-edge technology, insightful analytics, and advanced agent enablement.
This incredible panel will showcase agents alongside their business leaders in what is sure to be a powerful conversation on the approach needed to radically transform customer relationships. Join us as we unpack and explore critical insights from two unique perspectives on:
Inspiration is a catalyst for greatness. It transcends the mundane and ordinary, breaking through conventional boundaries to unleash the full potential of individuals and teams. In this captivating keynote, Carolyne M. Truelove, Vice President, Reservations and Customer Relations at American Airlines, will unveil the immense power of inspiration and its ability to ignite a drive for exceptional results and lead transformative change.
Discover the extraordinary possibilities that lie within you as a leader. Everything a leader does requires connection, including vision, strategy, and execution. Learn the art of connected leadership, fostering a culture of open-mindedness, and leveraging your leadership to navigate through the ever-evolving business landscape. When inspiration permeates every aspect of an organization, magic happens. Join Carolyne for an unforgettable keynote and unlock the secret to inspiring others into action.
Generative AI brings forth a new realm of possibilities for enhancing the customer experience. However, its propensity to occasionally deliver inaccurate or nonsensical information — a phenomenon known as a hallucination — could potentially impact hard-won customer loyalty. To ensure its success, generative AI has to solve problems and respond in a way that is accurate, helpful and free from toxicity and bias.
Join AI experts from TELUS International, a leading digital customer experience provider, for a Tech Forum exploring:
Companies today require a robust well-being strategy to have a material impact on the growing crisis of workplace mental health and business resilience. Join us for this interactive session as we explore the Four Building Blocks of Emotional Intelligence. We’ll be exploring how to intentionally cultivate learning, development, and leadership strategies that focus on mindfulness and emotional intelligence, and how they are enhanced by dynamic neuroinsights and AI technology.
Key takeaways:
There is a great divide emerging in customer experience (CX) and leaders are being presented with the opportunity to blaze a trail forward with Conversational AI to set themselves apart in their service experience.
Conversational AI presents the opportunity for companies to harness new technology in a low-risk, high-impact environment. Embracing these new possibilities makes it possible for CX leaders to deliver enhanced and effective service at scale.
During this Tech Forum, you will be guided through the steps and considerations needed to build your very own AI assistant. Participants will walk away appreciating how simple and risk-free it can be to deliver big CX wins.
Join us as we explore:
Don’t miss this opportunity to bridge the Conversational AI divide and unlock the full potential of AI assistants in revolutionizing your CX.
In today’s remote work environment, organizations must not only hire the right talent but must also leverage technology to effectively manage and improve the employee experience (EX) throughout the agent life cycle.
To boost agent experience and reduce cognitive load, leading organizations are:
In this 90-minute session, we’ll explore how to best empower remote employees and motivate them to foster collaboration amongst themselves as well as with managers. With effective strategies in place, companies will see higher ESAT, engagement, and retention from happy and productive team members.
As you build onboarding for new hires, getting your agents to a place of confidence and proficiency can often be a challenge, especially in a hybrid workforce environment.
In this interactive session, we will reveal key findings on CX preferences designed for today’s consumers and what experiences they truly expect when contacting your brand for support. Find out why driving higher speed to proficiency with new hires is the top metric for delivering the experience your customers expect and deserve.
The hybrid workforce is here to stay. Learn insights into why companies are losing customers and market share by not having effective onboarding. While companies shifted to ‘virtual learning’ due to need, most lack a cohesive and scalable training and onboarding strategy for new hires in a global hybrid workforce.
In this session you’ll learn:
Jack Meek currently leads customer care operations at GoDaddy, the world’s largest services platform for entrepreneurs around the globe. GoDaddy’s mission is to empower their worldwide community of 20+ million customers — and entrepreneurs everywhere — by giving them all the help and tools they need to grow online. With 21M+ customers worldwide and 84M+ domain names under management, GoDaddy is the place folks come to name their idea, create a compelling brand and a great looking website, attract customers with digital and social marketing, and manage their work. Jack is responsible for developing and executing the future global care strategy that will continue to differentiate GoDaddy as the advocate of small business success throughout the world.
Jack is an influential change leader who has a passion for technology, innovation, and seeing people succeed. His foundational expertise and passion for building a solid employee and customer centric culture started at MCI where he was repeatedly recognized for record-breaking performance & leadership achievements. He then went on to help build and consolidate large-scale customer service and sales organizations at in the Telecom and Retail Energy space. Jack has successfully transformed and maintained customer operations and sales organizations of all sizes and across many different industries. He spent several years as a senior leader in the Business Process Outsourcing (BPO) industry helping multiple clients such as Verizon, Sony, and T-Mobile achieve their customer outcome goals.
Jeff is a passionate advocate for Customers and designing frictionless experiences for them. He began his career in Marketing in 1991, as a call center agent, while attending the University of Wisconsin, Madison and studying Communication Theory and Research. The first eight years of his career included multiple call center operational roles. Following his first eight years in operations, Jeff spent 10 years in the Omnicom family in both the US and the UK/Europe with multi-channel responsibility for Client Services and Program Strategy in a variety of verticals including Telecom, Energy, Media and Non-Profit. He currently serves as the VP and GM of Listener Care for SiriusXM with responsibility for all live customer interactions. His scope includes partnerships with 16 BPOs, in nine geographies, representing more than 60 support center locations.
Bill Colton is the Co-Founder and CEO of Global Telesourcing, a premium provider of digital and voice customer experience and sales solutions for some of the largest and most recognizable brands in the US. Using native-speaking English agents who spent their formative years living in the US, their workforce is as bi-cultural as they are bi-lingual. Global Telesourcing serves clients from centers in both Monterrey and Leon, Mexico, as well as work-from-home.