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An Execs In The Know Virtual Event
Customer experience (CX) continues to evolve rapidly, bringing significant change in how to recruit, where to recruit, retention, and training. Shifts in domestic – and even global – labor force markets suggest tightening of budgets, higher competition for things like pay, benefits, and signing bonuses, and higher attrition as workers chase pay to cope with increasing inflation. This environment poses serious challenges for brands that seek quality and consistency in their frontline workforce, while coping with the challenges of hiring, training, and managing a remote and outsourced workforce.
Join us December 9, 2021, along with Joy Park, Vice President of Business Partner Strategy and Support at Comcast, 20-30 of your peers, and a panel of outsourcing industry experts, to discuss how to
Effectively Build and Manage an Outsourced Workforce for CX Excellence in today’s rapidly evolving labor market.
Don’t miss out on this powerful discussion.
(End-User Corporate Brands Only)
Joy and Chad will lead the discussion to cover the topics at hand.
Joy Park is the Vice President of Business Partner Strategy and Support at Comcast for both Care Contact Center and Technical Operations. In this role, she is responsible for customer experience strategy and operational support specifically around outsourcing strategy, vendor management, contracts management, capacity management, training, quality, communications, and third party audit and compliance. Her team supports over 20,000 FTEs across 12 countries with over a dozen business vendors for Care and over 6,000 FTEs for Technical Operations, managing spend around $1B.
Joy started her career in the telecommunications industry and worked in operations, network design engineering, finance and contract management working for several fortune 500 companies like AOL and Qwest as well as working at a few start-ups early in her career during the first dot.com bubble.
Joy is a graduate of Virginia Polytechnic Institute and State University with a double major in Bachelor of Science in Management and Bachelor of Arts in Psychology. She has also earned a Masters in Telecommunications from George Washington University. Joy is also a graduate of Betsy Magnus Institute of Leadership and also received Women’s Executive Leadership certification at Wharton, UPenn in 2015, CTAM executive certification at Harvard Business School in 2018 and Tuck Executive Leadership Program at Dartmouth in 2020.
Joy serves as a board of director for organizations such as Cancer Care Connections, PACE, a trade industry association for Customer Experience and Mandela Legacy Foundation. She also went on a mission trip in November 2019 to fight human/sex-trafficking working with El Pozo de Vida, an organization based in Mexico City to fight against modern day slavery. She also serves in the board for Mission to North America through her local church to help serve and support many organizations in the DMV area.
She resides in Fairfax VA, married with two children, 10th grade daughter and 4th grade son. In her spare time, she enjoys practicing yoga as she is a certified yoga instructor in Baptiste Power Yoga and spending quality time with her family and friends when she is not working or traveling.
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.
Corporate CX end users: Complete our short outsourcing survey and be among the first to receive the results, which will be discussed at this Briefing.
take the survey
Looking to optimize your outsourcing strategy within your organization? Join us alongside our panel of outsourcing experts and your leadership peers for 2 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.
Some possible discussion topics of the day could include:
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 email@example.com to learn how to get involved.
Along with Joy and Chad, the Panel will share their breadth and depth of insights.
As Senior Vice President of Program Strategy, Mary is responsible for overseeing key executive-level relationships with our partners and assisting the global operations leadership with its overall program strategy to drive performance excellence across the business. With 25 years of operational experience in Europe, Mary brings a strong client perspective to the team and has a keen understanding of how thriving and high performing partnerships drive great performance. She holds a BA in Applied Languages and an MBA from Dublin City University. In March 2021, she completed a year-long executive leadership program at Stanford University Graduate Business School. An Irish native, Mary is based in Amsterdam.
Alan is a global operations executive with 25 years of experience leading supply chain, logistics and customer support functions. Before co-founding ArenaCX, Alan was Vice President of Member Experience and Supply Chain at Republic Wireless where he architected, designed and implemented the marketplace solution that later became ArenaCX. Under his leadership, Republic Wireless dropped its total support costs nearly 30% while improving every customer support KPI. Alan brings strategic planning and execution experience from companies like Avaya and Sony Ericsson, and now leads product, operations and sales for ArenaCX. Alan earned a Masters of Business Administration from Duke University’s Fuqua School of Business.
Kristen has dominated the BPO industry for the past 20 years. She is a confident, articulate sales executive with expertise leading digitization, technology modernization, high-value sales strategy and CX innovation across many different industries. Kristen routinely challenges her clients, offering transformation and ingenuity instead of the status quo. She is commonly known to be an inspiring, adaptive, goal-achieving female leader who invests in professional relationships.
Kristen has a sound understanding of international finance; she is responsible for the profitability, forecasting, reporting and understanding of strategic indicators for global clients. She acts as a thought leader, providing guidance and an active role in corporate strategy creation and execution. She can naturally bring cross functional teams together to execute key elements of the strategic vision.
Martin Lehtio serves as iQor’s Chief Operating Officer (COO), including iQor’s domestic, nearshore, and offshore customer interaction sites. A 30+ year industry veteran, Martin leads a global team that works hand-in-hand with some of the world’s largest brands to deliver strategic thinking, operational expertise, digital technology innovation, talent management, and organizational effectiveness. Before joining iQor, Martin served as EVP & COO for IRT/CCT Group, an iQor strategic acquisition where he led client and technology delivery in addition to operations for some of iQor’s largest customers today.
Before that, he was also the CEO of Reserve Holding Corporation, a product marketing, sales, and support company. Martin holds a bachelor’s degree in Business Management from Barry University.
Kory Laszewski currently serves as Vice President, Customer Experience (CX) Innovation at TELUS International where he is responsible for the development and growth of a global client base consisting of some of the world’s most disruptive brands. As a veteran of the Business Process Outsourcing industry, Kory has dedicated more than 25 years of his career supporting virtually every aspect of customer experience innovation from design, to build, to deliver. Over the years, he has helped clients realize CX efficiencies when it comes to expanding their global CX operations, adding automation and digital technologies into their CX portfolios, and most recently, ensuring that work-from-home CX programs are delivered to the highest standards.
December 9, 202111:30 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 2-hour deep-dive conversation to help inspire you, guide innovation, and give you insights to propel your strategies.
Don’t miss this powerful solution-focused event full of learning and sharing.
December 10, 202111:30 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 post-briefing, corporate-only discussion the following day. 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.
ArenaCX is the one-stop-shop for all things outsourcing. We believe modern businesses deserve a better outsourcing solution – so we’ve designed our platform to be the ‘easy button’ for outsourcing. We take the hard work out of finding, managing, and optimizing outsourcing relationships. When it’s simple to outsource, your business can reap the resiliency, scalability, and high performance made possible from a multi-vendor approach to outsourcing.
Concentrix Corporation (Nasdaq: CNXC), is a leading technology-enabled global business services company specializing in customer engagement and improving business performance for some of the world’s best brands including over 95 Global Fortune 500 clients and over 90 global disruptor 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 through technology, design, data, process, and people. 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. We are Different by Design.
At iQor, our 35,000 amazing employees spanning nine countries are passionate about delivering an outstanding omnichannel customer experience for brands across the globe. Harnessing intelligent CX technology that can scale teams anywhere, our BPO solutions create happy employees and delighted customers. Our irresistible culture results in a smile with each interaction to create optimal customer experiences. We enable diverse teams to scale our BPO digital solutions from local to global to create the CX experience brands demand to win and keep customers. Read, see, and hear more at iQor.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.
Sponsors include solution providers – vendors, BPOs, software companies, etc.