Digital channels have entirely shifted the way customers interact with businesses. The messaging revolution has transformed customer expectations and is driving brands to seek new solutions to deliver faster, more intuitive, and more effective touch points throughout the customer journey.
Mirroring their personal lives, customers want a similar experience when engaging with brands, which proves to boost brand loyalty and the overall customer experience (CX).
Unlike live chat, asynchronous messaging has been designed for continuous, rich digital relationships. It provides new opportunities for brands to gain a streamlined, effective, and convenient way to communicate with their customers on the channel of their choice.
How is your brand leveraging Messaging to improve CX across the customer journey?
Join us on Thursday, February 9, 2023 (11:30 AM – 1:30 PM ET ), along with your CX peers and a panel of topic experts to discuss: Getting Conversational: Faster, More Intuitive, and More Effective Touch Points Across the Customer Journey.
Don’t miss out on this engaging conversation amongst your CX leadership peers on Messaging best practices.
In Lisa’s career in customer service and financial management spanning 25+ years, she continually delivers outstanding results through a combination of innovative customer support, strong financial operations, vision, and people development. She joined Microsoft in 2017 and is the General Manager and Partner for CSS’s Modern Life, Gaming and Customer Service (MLGCS) team, a group of 300+ Microsoft employees and over 8,500+ Delivery Partners Advocates spanning 40 sites across the globe. The MLGCS organization provides service and support for all Microsoft consumer products and services, as well as commercial customer service support, customer protection and fraud.
She leads her team to provide a connected customer experience through respect, integrity, and accountability, fostering an inclusive environment that empowers MLGCS to use their diverse talents to achieve more for our customers, partners, and society.
Prior to this role, she was the Head of UK Consumer Customer Service at Vodafone, the largest UK telecommunication company. Lisa has a finance background and has spent a large portion of her career as a Finance Director running large financial operations across multiple industries.
She is a passionate advocate of Microsoft’s WOMEN Employee Resource Group (ERG), as well as a CSS’s Culture Executive Ambassador with an emphasis on D&I.
Lisa is based out of Manchester in the UK & attended Manchester University where she gained Financial & Business qualifications. Lisa was awarded the Microsoft Platinum Club Winner in 2019. Lisa is a single mum of two boys spending much of her free time supporting them in their sporting activities & travelling to new places.
Chad McDaniel is a well-known advocate for the Customer Management Executive. He works tirelessly to showcase the success of today’s Customer Executive.
Execs In The Know believes that advancements in customer success are created when leaders share experiences, outlooks and insights – “Leaders Learning From Leaders.” Our mission is to provide measurable value to the corporate customer executive, by delivering customer experience improvements, in an efficient and effective manner. Execs In The Know connects customer professionals to valuable content, thought leadership, industry insight, peer-to-peer collaboration and networking opportunities. We support the customer professional in a live format by hosting national events (Customer Response Summit) and conducting a series of Executive Think Tanks.
Businesses that meet customers in their channel of choice with an effective and efficient experience stand to win strong customer loyalty and satisfaction. This two-hour discussion will uncover why Messaging is at the top of the list for so many brands seeking to further digitize their channel strategy.
In our 2022 CX Leaders Trends & Insights Consumer Edition report, 46% of consumers said they preferred text-based (online chat, SMS, email) as their contact method of choice if they knew their issue would be resolved. This number went up to 58% for those ages 18-44.
Upon registration, the Virtual Executive Briefing agenda is created by compiling CX leader input.
Some possible discussion topics of the day could include:
Virtual Executive Briefings are small, collaborative group sessions that offer an unparalleled opportunity to meet and engage with other CX executives by sharing best practices through an unfiltered discussion. It’s an opportunity to come to the table with your insights and gain perspectives and actionable takeaways to help you solve your most pressing CX challenges.
Attendees include corporate executives who are focused on the operational strategy and execution of customer care, experience, and support including those who are currently using or considering using Messaging or other emerging digital solutions as part of their CX strategy.
Vendor attendance at this event is limited to expert panelists. If you’re a vendor (provider of CX services/solutions), please contact us at firstname.lastname@example.org to learn how to get involved in the conversation.
Along with Chad, the Panel will share their breadth and depth of insights.
Colin 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 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 is currently the Chief Customer Officer at Gladly. 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.
He sees his role as helping teams—particularly ones at rapidly growing firms—leverage innovative tools, solutions and capabilities to both scale productively and deliver a great experience. Efficient scaling and customer experience excellence, he believes, are the main determinants of a company’s success. With a strong technical background and over 15 years of hands-on sales and implementation experience at companies including Vontu, Symantec, Connectify (acquired by Kana), Kana and Booz Allen Hamilton, Mike brings the right combination of leadership and experience to deliver legendary experiences to customers of Gladly. Mike lives with his family in Nashville, TN and graduated from Bucknell University with a B.A. in Economics.
Christian leads the go-to-market function at Quiq. From 2015 – 2021, Christian was the CEO of Conversational AI platform Snaps, which was acquired by Quiq in 2021. Snaps was the Conversational AI product of choice for innovative service and CX teams at brands including Sunbasket, Nestle, Blue Nile, TechStyle, Coty, Lane Bryant and more.
February 9, 2023
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 for CX — 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.
February 10, 2023
11:30 AM - 12:30 PM ET
CX BRAND LEADERS – LET’S KEEP THE CONVERSATION GOING
We’re sure to uncover topics during the Virtual Executive Briefing that you are passionate about, so we’ve reserved some 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, February 10, 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.
Learn more about each partner by clicking on their logo below.
Gladly is the only customer service platform built around people, not tickets. Our platform helps commerce brands understand who their customer is and matches them to the right agent. With everything built-in – voice, email, SMS, chat, social messaging, self-service – Gladly works as one, lifelong conversation. Agents become brand heroes with no time wasted on channel switching and no missed conversation history. That’s why the world’s most loved brands like Allbirds, Bombas, Crate&Barrel, Ulta Beauty, Warby Parker, and more partner with Gladly to transform their customer service and build lifelong loyal customers. Make customer service your business with Gladly.
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.
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.
Sponsors include solution providers – vendors, BPOs, software companies, etc.