AN EXECS IN THE KNOW VIRTUAL EXECUTIVE BRIEFING
MESSAGING FOR CX
USING MESSAGING TO EXPAND AND
ENHANCE YOUR BRAND’S DIGITAL CX
THURSDAY, AUGUST 4, 2022
11:30 AM – 1:30 PM ET
Followed by a Corporate Peer Discussion on Friday, August, 2022
11:30 AM – 12:30 PM ET
OVERVIEW
Messaging for customer care is on the rise, especially as consumer preference continues to shift from voice-based to text-based interactions. Messaging, within the context of customer care, includes SMS/Text and mobile apps, as well as a variety of purpose-built platforms like Facebook Messenger, WeChat, WhatsApp, or Apple Messages for Business, as well as private/direct messaging in social media platforms like Twitter or Pinterest.
Join us Thursday, August 4, 2022, along with 20-30 of your peers, and a panel of topic experts to discuss USING MESSAGING TO EXPAND AND ENHANCE YOUR BRAND’S DIGITAL CX.
Don’t miss out on this engaging, best practices-focused conversation.
Meet Your Hosts
Kelley Cutforth
Vice President, Customer ServiceCheggBrett Frazer
Vice President, Customer ServiceSunbasketChad McDaniel
PresidentExecs In The Know
Chad McDaniel
President
Execs In The KnowCo-Founder and President Chad McDaniel, President of Execs In The Know, is a well-known advocate for customer experience best practices. He works tirelessly to showcase the success of today’s CX Executive.
Messaging Topic Highlights
For brands keen to meet their customers where they are, as well as create a comprehensive, inclusive, and personalized digital experience, this 2-hour discussion will uncover why Messaging is such a natural fit for today’s contact center. Asynchronous, 2-way text-based communication provides a unique brand of on-demand convenience for both customers and agents, which is why it’s at the top of the list for so many top brands, especially those looking to further digitize their channel strategy.
Some possible discussion topics of the day could include:
- The advantages of Messaging, from the perspectives of both consumers and agents
- The strengths and weaknesses of various Messaging platforms
- Best practices for deploying, managing, and measuring a Messaging CX solution
- Minimum skills requirement, agent training, and the role of QA
- Tips for creating a personalized Messaging experience
WHO SHOULD ATTEND
Attendees should include corporate executives who are focused on the operational strategy and execution of customer care. This includes those who are currently using or considering using Messaging or other emerging digital solutions as a part of their CX strategy.
Vendor attendance to this event is limited to the participating panelists. If you’re a vendor (provider of CX services/solutions), please contact us at info@execsintheknow.com to learn how to get involved.
Your Expert Panel
Along with Chad, the Panel will share their breadth and depth of insights.
Andrew Bird
VP Product StrategyConcentrixColin Crowley
CX AdvisorFreshworksMike McCarron
Chief Customer Officer & Head of Strategic AlliancesGladlyJosh Bean
Senior Director of Product MarketingZendeskMike Myer
Founder & CEOQuiq
Andrew Bird
VP Product Strategy
ConcentrixAndrew Bird, VP Product Strategy, is passionate about developing and implementing innovative products and strategies that drive market expansion and brings transformative technology to life. He possesses 22 years of experience encompassing Product Management, Software Development, Product Marketing, SaaS, CCaaS, Business Development and Analytics. He holds a bachelor’s degree in Economics from The University of Utah. He has proven success and expertise in a fast-paced, agile environment facilitating and defining successful product strategies from concept to consumption and commercialization. His strengths include identifying and analyzing market needs and trends, constructing innovative vision and strategy components, and optimizing efficiency and profitability. Andrew is Agile-Scrum Certified and enjoys speaking on all aspects of Product Management and Development at industry conferences.
Colin Crowley
CX Advisor
FreshworksColin Crowley is CX Advisor at Freshworks and has spent over 12 years managing global customer experience organizations and promoting technological change-making. He specializes in building customer service departments from the ground up, with a focus on scalability, infrastructural agility, product innovation, and gold-standard quality and efficiency. Previously, he served as AVP of Consumer Transactions at the event ticket marketplace TicketNetwork, the inaugural VP of Customer Experience at the food tech company Freshly, and also SVP of Customer Experience at the fintech company Albert. Colin is also an award-winning playwright whose plays have been performed across fifteen states, as well as New York City and London.
Mike McCarron
Chief Customer Officer & Head of Strategic Alliances
GladlyMike is currently the Chief Customer Officer & Head of Strategic Alliances at Gladly. Mike is responsible for Gladly’s Customer Success organization, where he is involved in helping deploy and onboard all of Gladly’s customers. Before joining Gladly, he was an early member of the executive team at MobileIron, a pioneer in the enterprise mobility market, where he built and grew the Customer Success team from 2 to 125 members.
Josh Bean
Senior Director of Product Marketing
ZendeskJosh Bean is a Senior Director of Product Marketing at Zendesk where he leads the emerging products and customer journey PMM teams. Prior to joining Zendesk, Josh ran marketing for Base CRM, a next generation sales CRM solution for SMBs, growing the business from seed stage to an acquisition by Zendesk.
Mike Myer
Founder & CEO
QuiqMike Myer is the founder and CEO of Quiq, which makes interactions between customers and companies frictionless. People prefer text messaging to communicate with family and friends. Quiq Messaging makes consumer to company communication just as easy.
Before founding Quiq, he held various leadership positions at Dataminr, RightNow, Oracle, among others. He led Engineering the entire time RightNow was a standalone company and later managed a team of nearly 500 at Oracle responsible for Service Cloud. RightNow went public in 2004 and was acquired by Oracle for $1.5B in 2011.
THE AGENDA
Day one
August 4, 2022
11:30 AM - 1:30 PM ET
11:30 AM – 11:45 AM ET | Welcome & Kickoff | |
11:45 AM – 1:15 PM ET | Messaging Panel & Collaboration | |
1:15 PM– 1:30 PM ET | Wrap Up |
When you register, provide your top three most pressing questions or discussion points related to Messaging — your input will help influence the discussion. This will be a 2-hour deep-dive conversation to help inspire you, guide innovation, and give you insights to propel your strategies and CX offerings.
Don’t miss this powerful solution-focused event full of learning and sharing.
day two
August 5, 2022
11:30 AM - 12:30 PM ET
CX Brand Leaders – Let’s Keep the Conversation Going
We’re sure to uncover topics during the Briefing that you are passionate about, so we’ve reserved time to dig in deeper.
As a corporate brand CX leader, after you register for the Briefing, you’ll receive an exclusive invitation to join us for a post-briefing, corporate-only discussion the following day (Friday, August 5th, 11:30 AM – 12:30 PM ET). The goal of this session is to have a candid conversation with corporate-only attendees about key takeaways from the previous day’s knowledge share. Additionally, during Friday’s discussion, the floor will be open for you to bring forth additional questions or topics that you wish to address with your peers.
PARTICIPATING PARTNERS
Learn more about each partner by clicking on their logo below.
Concentrix is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands including over 100 Fortune Global 500 clients and over 125 new economy clients. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and help differentiate our clients by reimagining everything CX through Strategy + Talent + Technology. Concentrix provides services to clients in our key industry verticals: technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; and energy & public sector.
Visit www.concentrix.com
Gladly is a Radically Personal Customer Service Platform. Unlike legacy customer service platforms that are case and ticket centric, only Gladly is designed with people at the center and uniquely enables a single lifelong customer conversation from voice to modern messaging. Gladly powers some of the most innovative consumer companies like JetBlue, JOANN, and TUMI to deliver exceptional customer experiences and makes customer service a competitive advantage. Based in San Francisco, Gladly was founded in 2014 and is privately backed by industry leaders including Greylock, GGV Capital, NEA, Glynn Capital, FutureFund and JetBlue Ventures.
Visit www.Gladly.com
Freshworks Inc., (NASDAQ: FRSH) makes business software people love to use. Purpose-built for IT, customer support, sales and marketing teams, our products empower the people who power business. Freshworks is fast to onboard, priced affordably, built to delight, yet powerful enough to deliver critical business outcomes. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 56,000 customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.
Visit www.freshworks.com
Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 logos with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites, and help centers.
Visit www.Zendesk.com
Quiq is the AI-powered Conversational Platform enabling businesses to engage with customers across the most popular digital messaging channels. Quiq is enterprise-grade SaaS software that supports SMS/text, Apple’s Messages for Business, Google’s Business Messages, webchat, call-to-text, Chatbots, and more. Quiq’s Conversational Platform provides the leading solutions for business communications for the world’s best CX and care teams.
Headquartered in Bozeman, Montana, with an office in New York, Quiq is a privately held company backed by Venrock, Next Frontier Capital, Teamworthy Ventures and Foundry Group.
INTERESTED IN BEING A SPONSOR?
Sponsors include solution providers – vendors, BPOs, software companies, etc.