OVERVIEW
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.
Meet The Hosts
Joy and Chad will lead the discussion to cover the topics at hand.
Joy Park
Vice President of Business Partner Strategy and SupportComcastChad McDaniel
PresidentExecs In The Know
Take the outsourcing survey
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.
OUTSOURCING TOPICS
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:
- Next-Generation Agents’ Skillset
- Effectively Shifting to a Higher Mix of WFH Within Your Strategy
- Tackling New Labor Market Realities
- Understanding Geolocation Quality, Cost, and Culture Dynamics
- And much more
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 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 protected] to learn how to get involved.
The Panel
Along with Joy and Chad, the Panel will share their breadth and depth of insights.
Mary Flynn
SVP, Global Program Strategy24-7 IntouchAlan Pendleton
CEO and Co-founderArenaCXKristen Conner
Global Vice President, Sales and Customer Experience ManagementConcentrixMartin Lehtio
Chief Operating OfficeriQorKory Laszewski
VP Customer Experience InnovationTELUS International
THE AGENDA
Day one
December 9, 2021
11:30 AM - 1:30 PM ET
| 11:30 AM – 11:45 AM ET | Welcome & Kickoff | |
| 11:45 AM – 1:15 PM ET | Outsourcing Panel & Collaboration | |
| 1:15 PM– 1:30 PM ET | Wrap Up |
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.
day two
December 10, 2021
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. 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.
INTERESTED IN BEING A SPONSOR?
Sponsors include solution providers – vendors, BPOs, software companies, etc.
