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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.
The contact center industry plays a pivotal role in delivering efficient customer service and support across various sectors. However, operating a contact center can be costly, primarily due to the highly labor-intensive nature of its operations. To address this challenge, organizations are increasingly turning to automated process flows to optimize their contact center operations and achieve significant cost savings.
Join us as we share the remarkable transformation journey for PSCU, the nation’s largest credit union service organization, and how they leveraged AI and automation to simplify hundreds of workflow processes and eliminate their complicated knowledge base—all while boosting agent performance and efficiency.
By streamlining and automating data retrieval and consolidation, knowledge management, and issue escalation processes, agents can dedicate their expertise to more complex, value-added tasks. This not only amplifies their productivity but also elevates customer satisfaction by ensuring faster and more precise resolutions.
In this session, Kim West, VP Product Marketing from Uniphore, will share invaluable lessons and key takeaways to:
Technology is most effective when it’s used in the service of human beings. Join Intradiem President Jennifer Lee for a customer case study featuring Jim Simmons from Synchrony Financial. Jennifer will discuss technology-driven strategies to boost employee well-being and performance, and Jim will explain how Synchrony Bank is leveraging automation along with Thrive’s science-backed behavior change platform to provide more human-centric support to its contact center agents. Arianna Huffington, founder and CEO of Thrive Global, will share via video how Thrive embeds employee well-being into everyday workflows, which lowers stress, builds resilience and improves performance.
In today’s competitive business landscape, customer service has become the ultimate differentiator. It’s no longer just about resolving issues; it’s about creating meaningful connections that foster loyalty and advocacy. Channel shouldn’t matter when it comes to delighting customers. The modern customer service team needs to meet customers where they are without having their information siloed across tools or channels. This panel discussion will bring together industry experts, thought leaders and seasoned practitioners to explore effective strategies and best practices for cultivating lifelong conversations with customers. Through engaging dialogue and insightful anecdotes, the panelists will highlight the key elements contributing to making customer service the centerpiece of your business by establishing a seamless channel experience that transcends traditional boundaries.
We all see it coming, an AI revolution that is more than just hype. However, figuring out how to make it work smoothly for customer service and finding the best way to learn, evaluate, and put it into action is not a walk in the park.
Join us as we examine the opportunities for leveraging AI to better understand, shape, customize, and optimize the customer journey and your overall CX. We’ll share real-world success cases and even a few cautionary tales of when things didn’t go quite as planned.
During this Shop Talk, you’ll leave understanding:
Navy Federal Credit Union (NFCU) has always been focused on providing member-first service to more than 12 million global customers, and their frequent recognition by Forrester, KPMG, and JD Power reflects that emphasis. With the advent of more advanced technology, NFCU has worked hard to strike a balance between the high-touch interactions and digital journeys they provide to members. To guide this work, NFCU adopted a Digital First, Member Always philosophy.
In this session, we will share a glimpse into some of the ways the NFCU customer experience teams are bringing this mantra to life. Starting with the fundamentals, we will discuss key initiatives that are improving the member’s digital journey.
You will learn about:
We hope you will join us to hear about NFCU’s exciting journey as they deliver compassionate service that strives to always put the member first!
As the workforce grows and diversifies, leading across generations has become more challenging than ever before. There are now five generations in the workforce (Silent Generation, Baby Boomers, Generation-X, Millennials, Generation-Z), each with unique values, communication styles, work preferences, motivators, and technology habits. This can lead to misunderstandings and incorrect assumptions among colleagues, making it critical to welcome different perspectives and use them to lead effectively.
In this workshop, COPC Inc. will present 2023 research that illuminates the reality of generational divides in contact centers and customer experience operations.
Join COPC and your peers to learn how to transform your leadership approach and create a culture that welcomes generational differences. Leave this session with a better understanding of how to lead and manage each generation while maintaining individual strategies for maximum success.
Join Execs In The Know on Friday, September 22nd at 2 PM for an exclusive behind-the-scenes tour of SmileDirectClub’s manufacturing facility, dubbed the SmileHouse.
Your host Alvin Stokes, SmileDirectClub’s Chief Customer Contact Officer, will share how this disruptive brand streamlines the process from customer engagement to purchase decision and innovates the CX journey for their customers. He’ll delve into the fascinating connection points between customer experience and the SmileMaker Platform, which uses advanced AI technology via an app to put game-changing innovation in the palm of consumers’ hands.
Be a part of this tour to witness firsthand the impressive 3D printing technology, observe the seamless production of the brand’s clear aligners, and explore how using the power of innovation can up-level your customer experience. We can’t wait to see you there!
As a leading robotic vacuum cleaning company, iRobot prides itself on being a mission-driven builder that is revolutionizing the way the world cleans with consumer robots. In this thought-provoking keynote, Ledia Dilo, VP – Head of Global Customer Care and Fulfillment at iRobot, will address how the brand leverages customer-centric strategies to drive sustained growth, optimize operations, and build customer loyalty in an industry currently challenged by slowing demand, growing competition, and supply chain cost.
With a focus on optimizing operations, she’ll unveil the four strategic pillars that drive iRobot’s customer interactions, streamline onboarding experiences, and transform the contact center into an insights-driven and strategic business unit. Additionally, she’ll highlight the crucial role of the care team, their technical training, and collaborative partnerships with engineering in addressing complex product issues. Find out how iRobot leverages customer data and proactively engages with consumers to build lasting relationships. Drawing on her extensive experience, inspiring anecdotes, and metrics showcasing the success of proactive initiatives, she will demonstrate the immense value of customer-centricity in shaping the trajectory of brands to deliver win-win outcomes.
Join Ledia to gain insights on iRobot’s remarkable legacy that will inspire you to reshape your brand’s customer experience, unlock new growth opportunities, and cultivate enduring customer loyalty.
Join our panel of experts as they delve into the world of artificial intelligence (AI) and its potential transformative impact on customer experience (CX). The revolutionary capabilities that AI offers enable brands to drive meaningful change by delivering efficiency, hyper-personalization, predictive insights, and seamless interactions to just name a few.
This thought-provoking discussion will shed light on a wide range of perspectives, various use cases, and challenges and opportunities that are specific to an organization’s size and structure when deploying AI in the current CX landscape. Our panelists will also share how they are navigating critical considerations, such as ethics, data privacy, and striking the right balance between automation and maintaining a human touch.
The latest AI has the potential to automate far more customer inquiries than prior generations of conversational AI. While most people are familiar with ChatGPT, few have deployed Large Language Models in customer-facing applications.
LOOP Insurance is excited to share their journey from a simple chatbot to a state of the art LLM-powered AI assistant that has yielded an impressive increase in effectiveness and CSAT.
In this session you will learn:
Witness the transformative journey of iPostal1, the worldwide leader in digital mailbox technology, as we explore the extraordinary impact of artificial intelligence (AI) on customer service. Due to rapid growth and an influx of customers, the brand was challenged to rethink how it could maintain its high standards for an exceptional level of service.
Armed with innovative solutions and a dynamic suite of tools, iPostal1, was able to scale its operations and take control of how it managed relationships with customers without diminishing the quality of its customer service.
Join us to hear from Dan Medina, Director of Customer Service Operations at iPostal1, and Colin Crowley, CX Advisor at Freshworks, to learn how AI can empower your customers, agents, and leaders alike by:
The cultural alignment between your organization and your BPO partner has become an essential ingredient to drive performance, speed to proficiency, and a consistent customer experience across locations. When cultural alignment is measured, monitored, and continuously calibrated, both companies arrive at a greater understanding of each other’s beliefs, communication processes, and abilities—functioning with truly dynamic collaboration.
In this session, learn how Qualfon and Neiman Marcus’ cultural alignment has resulted in the ultimate strategic partnership.
In a rapidly changing world, the landscape of work and business is undergoing unprecedented transformations. During his keynote, Peter Mallot, Worldwide Support Leader for Modern Life and Business Programs at Microsoft, will provide an informed perspective and timely insights at the intersection of Workforce Strategy, Culture, and Technology.
The future of work is progression, not an overnight solution. It demands a shift in corporate culture, management philosophy, and workforce adaptation, where the focus moves from reactive to proactive, from support to achievement. The path forward lies in a delicate balance between leveraging technology’s capabilities and empowering people toward greater productivity, collaboration, flexibility, and automation to enable customers to achieve more.
Join Peter to gain a deeper understanding of the engine required to drive change for an organization’s most valuable assets — its teams and its customers.
In this engaging keynote address, Stacy Spikes, CEO of the nationwide movie subscription service MoviePass, will take you on a journey where customer-centricity and innovation converge to create immersive and personalized cinematic experiences for all.
Discover how MoviePass is reinventing itself post-bankruptcy, overcoming past challenges, embracing product and customer service improvements, and setting its sights on a new horizon. From navigating customer churn to building customer trust and loyalty, Stacy will share real-life examples of the pivotal moments and invaluable insights that are shaping the brand’s trajectory.
Learn why diversity and building community are not just cultural values, but smart business moves that lead to better products and greater market reach. Additionally, Stacy will delve into the potential of blockchain technology as a powerful tool to bridge the gap between moviegoers and filmmakers.
Join us for this thought-provoking and inspiring look into the future of cinema and Stacy’s ambitious plans for reinventing moviegoing for customers.
As CX leaders, we recognize that enabling a customer-centric vision holds immense potential for driving value for our organizations.
Join our esteemed panel of industry experts as we explore how CX is used to drive revenue opportunities and strong business value. The panel will unlock the key KPIs and performance metrics that leaders must be measuring and monitoring to validate and amplify the value of their CX vision. With an ever-changing technology landscape alongside evolving customer expectations, we will explore the future impacts of CX ROI and discuss the influence it will have on what we measure.
From this session you will take away:
Enter digital workers, where AI and automation meet to support employee and customer experiences. They are changing our understanding of the future of work.
To support human employees, digital worker technology will continue to advance capabilities. The unique capabilities of Generative AI and automation are enabling CX leaders to gain a deep understanding of customer preferences, behaviors, and pain points.
Join us as we explore a real-world example of how a leading brand harnessed digital workers to revolutionize its contact center operations.
During this Shop Talk, you’ll discover:
As artificial intelligence (AI) and machine learning (ML) technology evolve, contact centers are using them to transform customer experiences through agent assist, self-service, and conversational analytics capabilities.
Join Amazon Web Services (AWS) and Truist to discover best practices for how to leverage AI-powered technology to deliver exceptional customer experiences. In this session, you will learn about:
With the global CX personalization market forecast to hit $11.6 billion by 2026, it is imperative that brands embed true personalization opportunities across the service journey. Facilitation begins with bi-directional omnichannel engagement that will require cutting-edge technology, insightful analytics, and advanced agent enablement.
This incredible panel will showcase agents alongside their business leaders in what is sure to be a powerful conversation on the approach needed to radically transform customer relationships. Join us as we unpack and explore critical insights from two unique perspectives on:
Inspiration is a catalyst for greatness. It transcends the mundane and ordinary, breaking through conventional boundaries to unleash the full potential of individuals and teams. In this captivating keynote, Carolyne M. Truelove, Vice President, Reservations and Customer Relations at American Airlines, will unveil the immense power of inspiration and its ability to ignite a drive for exceptional results and lead transformative change.
Discover the extraordinary possibilities that lie within you as a leader. Everything a leader does requires connection, including vision, strategy, and execution. Learn the art of connected leadership, fostering a culture of open-mindedness, and leveraging your leadership to navigate through the ever-evolving business landscape. When inspiration permeates every aspect of an organization, magic happens. Join Carolyne for an unforgettable keynote and unlock the secret to inspiring others into action.
Generative AI brings forth a new realm of possibilities for enhancing the customer experience. However, its propensity to occasionally deliver inaccurate or nonsensical information — a phenomenon known as a hallucination — could potentially impact hard-won customer loyalty. To ensure its success, generative AI has to solve problems and respond in a way that is accurate, helpful and free from toxicity and bias.
Join AI experts from TELUS International, a leading digital customer experience provider, for a Tech Forum exploring:
Companies today require a robust well-being strategy to have a material impact on the growing crisis of workplace mental health and business resilience. Join us for this interactive session as we explore the Four Building Blocks of Emotional Intelligence. We’ll be exploring how to intentionally cultivate learning, development, and leadership strategies that focus on mindfulness and emotional intelligence, and how they are enhanced by dynamic neuroinsights and AI technology.
There is a great divide emerging in customer experience (CX) and leaders are being presented with the opportunity to blaze a trail forward with Conversational AI to set themselves apart in their service experience.
Conversational AI presents the opportunity for companies to harness new technology in a low-risk, high-impact environment. Embracing these new possibilities makes it possible for CX leaders to deliver enhanced and effective service at scale.
During this Tech Forum, you will be guided through the steps and considerations needed to build your very own AI assistant. Participants will walk away appreciating how simple and risk-free it can be to deliver big CX wins.
Join us as we explore:
Don’t miss this opportunity to bridge the Conversational AI divide and unlock the full potential of AI assistants in revolutionizing your CX.
In today’s remote work environment, organizations must not only hire the right talent but must also leverage technology to effectively manage and improve the employee experience (EX) throughout the agent life cycle.
To boost agent experience and reduce cognitive load, leading organizations are:
In this 90-minute session, we’ll explore how to best empower remote employees and motivate them to foster collaboration amongst themselves as well as with managers. With effective strategies in place, companies will see higher ESAT, engagement, and retention from happy and productive team members.
As you build onboarding for new hires, getting your agents to a place of confidence and proficiency can often be a challenge, especially in a hybrid workforce environment.
In this interactive session, we will reveal key findings on CX preferences designed for today’s consumers and what experiences they truly expect when contacting your brand for support. Find out why driving higher speed to proficiency with new hires is the top metric for delivering the experience your customers expect and deserve.
The hybrid workforce is here to stay. Learn insights into why companies are losing customers and market share by not having effective onboarding. While companies shifted to ‘virtual learning’ due to need, most lack a cohesive and scalable training and onboarding strategy for new hires in a global hybrid workforce.
In this session you’ll learn:
Jack Meek currently leads customer care operations at GoDaddy, the world’s largest services platform for entrepreneurs around the globe. GoDaddy’s mission is to empower their worldwide community of 20+ million customers — and entrepreneurs everywhere — by giving them all the help and tools they need to grow online. With 21M+ customers worldwide and 84M+ domain names under management, GoDaddy is the place folks come to name their idea, create a compelling brand and a great looking website, attract customers with digital and social marketing, and manage their work. Jack is responsible for developing and executing the future global care strategy that will continue to differentiate GoDaddy as the advocate of small business success throughout the world.
Jack is an influential change leader who has a passion for technology, innovation, and seeing people succeed. His foundational expertise and passion for building a solid employee and customer centric culture started at MCI where he was repeatedly recognized for record-breaking performance & leadership achievements. He then went on to help build and consolidate large-scale customer service and sales organizations at in the Telecom and Retail Energy space. Jack has successfully transformed and maintained customer operations and sales organizations of all sizes and across many different industries. He spent several years as a senior leader in the Business Process Outsourcing (BPO) industry helping multiple clients such as Verizon, Sony, and T-Mobile achieve their customer outcome goals.
Jeff is a passionate advocate for Customers and designing frictionless experiences for them. He 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 with responsibility for all live customer interactions. His scope includes partnerships with 16 BPOs, in nine geographies, representing more than 60 support center locations.
Bill Colton is the Co-Founder and CEO of Global Telesourcing, a premium provider of digital and voice customer experience and sales solutions for some of the largest and most recognizable brands in the US. Using native-speaking English agents who spent their formative years living in the US, their workforce is as bi-cultural as they are bi-lingual. Global Telesourcing serves clients from centers in both Monterrey and Leon, Mexico, as well as work-from-home.