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An Execs In The Know Virtual Event
With more and more outsourced teams being a blend of in-office, work-from-home, or hybrid, performance and productivity are garnering more attention than ever before. Studies show boosting employee engagement can be one of the surest paths toward improved program performance and productivity. But that’s just step one. To ensure you are maximizing your investment, it’s essential to put the right tools in place, and always monitor the metrics that most impact the customer experience.
Join us May 19, 2022, along with 20-30 of your peers, and a panel of outsourcing industry experts, to discuss how to OPTIMIZE PERFORMANCE AND PRODUCTIVITY in a modernized Outsourcing Model.
Don’t miss out on this engaging conversation and idea generation opportunity.
(End-User Corporate Brands Only)
Jeff and Chad will lead the discussion to cover the topics at hand.
Jeff 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 Satellite Radio with responsibility for live customer, chat and social support that includes partnerships with 16 outsourced BPO organizations, representing more than 60 individual customer support center locations.
Co-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.
Looking to refocus your team’s performance and level of engagement? Join us alongside our panel of outsourcing experts and your leadership peers for two hours of can’t-miss learning, sharing, networking, and engagement to drive innovation in CX. We will address the biggest topics trending in our community through outsourcing topics sourced directly from registered attendees in advance.
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 Outsourcing in 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 firstname.lastname@example.org to learn how to get involved.
Along with Jeff and Chad, the Panel will share their breadth and depth of insights.
Cathy’s main objective at Atento is to lead the commercial activity in the company and the growth and profitability of the US Nearshore Region, key activities in 3 horizons strategic plan of Atento. Prior to joining Atento, Jooste held the positions of Offering General Manager at DXC Technology for both their Consulting and Microsoft Businesses. Prior to these appointments, she also created and managed the Global Sales Organization for the Consulting Organization at DXC allowing the company to grow in strategic areas. Her background is complemented with other Tier-1 integrators such as Cognizant, Avanade and Accenture, giving her the right blend of Consultative, Business Process and Digital Transformation experience. Jooste holds a degree in Business Administration and Information Systems Management from the University of Central Florida.
Bob is currently MD of International Markets within the Capita Experience Division. Prior to this, Bob was the SVP & COO of the Global Clients Division in State Street Boston. Previously, Bob led customer and digital transformation for the Canadian business at Manulife HQ in Toronto and then across all regions globally.
In the UK, Bob has held a number of strategic leadership roles across a variety of sectors, including retail, telecommunications, utilities, automotive and financial services. He has led complex transformation programmes with best in class service and technology solutions. Key to this has been the adoption of global best practice, digital first thinking and leading-edge operating models.
Bob previously worked for Capita leading one of our biggest transformational accounts, Capita O2, and was also Managing Director for Capita Customer Management.
Prior to Bob’s Capita role, he was the COO for Digicel ICT division in Latin America and the Caribbean and also held in-market and global customer roles for Vodafone, being responsible for delivering customer experience across Vodafone’s global footprint.
Beyond his corporate roles, Bob has been active in the US, Australia and the UK with the Institute of Customer Service organisations.
He has recently been awarded the Customer Experience Practitioner Award (CXPA) and Customer Service Leader of the Year (CSIA).
May 19, 202211:30 AM - 1:30 PM ET
When you register, provide your top three most pressing challenges and/or opportunities for discussion and your input will help influence the discussion. This will be a two-hour deep-dive conversation to help inspire you, guide innovation, and give you insights to propel your strategies.
The event will not be available on-demand, so be sure to block time on your calendars for this powerful solution-focused event full of learning and sharing.
May 20, 202211:30 AM - 12:30 PM ET
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 one-hour post-briefing, corporate-only discussion the following day (May 20th from 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.
end-user corporate brands only
Learn more about each partner by clicking on their logo below.
24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands. Our customizable customer care platform uses insights and analytics to build loyalty and increase revenue for our client partners. 24-7 Intouch takes pride in developing top to bottom brand alignment on all our programs while empowering human potential through our emerging technology division, Laivly.
For more information visit, https://24-7intouch.com
Atento is one of the world’s five largest providers of customer relationship management and business process outsourcing (CRM/BPO) services and a leader in Latin America. Atento is also a leading provider of Nearshoring CRM/BPO services for companies operating in the United States. Since 1999, the company has developed its business model in 13 countries and has a presence in Spain and a workforce of 150,000 employees. Atento has more than 400 customers to which it provides a wide range of CRM/BPO services through multiple channels. Its clients are leading multinational companies in sectors such as technology, new digital enterprises, telecommunications, finance, healthcare, consumer consumption and public administration, among others. Atento shares are traded under the symbol ATTO on the New York Stock Exchange. In 2019, Atento was recognized by Great Place to Work® as one of the 25 Best Multinationals to Work in the World and as one of the 25 Best Multinationals to work in Latin America. For more information www.atento.com
Capita is a consulting, transformation, and digital services business. Every day our 52,000 colleagues help millions of people, by delivering innovative solutions to transform and simplify the connections between government and citizens, businesses, and customers. We partner with our clients and provide the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best, and making people’s lives easier and simpler. We operate across three divisions – Capita Public Service, Capita Experience, and Capita Portfolio – in the UK, Europe, India, and South Africa. Further information can be found at: http://www.capita.com
TELUS International (NYSE & TSX: TIXT) designs, builds and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s integrated solutions span digital strategy, innovation, consulting and design, IT lifecycle including managed solutions, intelligent automation and end-to-end AI data solutions including computer vision capabilities, as well as omnichannel CX and trust and safety solutions including content moderation. Fueling all stages of company growth, TELUS International partners with brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality. Learn more: telusinternational.com
Sponsors include solution providers – vendors, BPOs, software companies, etc.