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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.
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.
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
Sponsors include solution providers – vendors, BPOs, software companies, etc.