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By: Execs In The Know
Brigitte Bailey has been a part of the Fulton County Government family for more than 20 years, focusing exclusively on customer experience for the past four years. In late 2019, we spoke with Brigitte in the creation of a Know It All (KIA) Online Community Member Spotlight feature. Now, more than a year later, we were able to catch up with Brigitte once again to find out how things are going and learn about the exciting things she and her team have in store for Fulton County citizens, visitors, and employees.
EXECS IN THE KNOW (EITK): Thanks for making the time to talk to us again, Brigitte. For those who may have missed your previous feature, can you set the stage for our readers? Can you tell us a little about Fulton County Government, and what your role is at the organization?
Brigitte: Sure. Fulton County Government is located in North-Central Georgia and is home to 15 cities, including Georgia’s capital city, Atlanta. Over one million residents call Fulton County home, and these residents are served by over 5,000 county employees spread over more than 40 departments, including things like emergency services, state and local courts, community development, and libraries.
My role is with the Customer Service Division where I serve as Fulton County Government’s thought leader and change agent, responsible for driving customer value and county-wide service delivery and operations. I oversee county-wide customer service initiatives, departmental customer service performance metrics and surveys, and management of the County’s employee recognition program — in addition to managing special projects under the direction of the County Manager and Chief Operating Officer. The work of myself and my team stretches across all areas of government.
Believe it or not, residents and employees alike are served by myself and a team of four dedicated agents, handling about 13,000-14,000 interactions per quarter. In fact, as a whole, Fulton County Government is committed to customer service excellence. My team and I stand at the forefront of this mission, working everyday to deliver efficient, high-impact service to every resident and visitor of Fulton County, as well as each and every one of our Fulton County employees.
Fulton County Government launches a new website.
EITK: How would you describe your customer, and what sort of an obligation does your organization have to your customers?
Brigitte: Our customers are everyday citizens, just like you and me, looking to obtain services or solve a problem. At Fulton County, we are committed to providing five-star customer service where we look to get it right the first time. We have added customer service into our overall model of performance, so it is important for us to ensure our customers are provided with efficient and expedited service, all with a smile. We realize the service we provide is not only tied to our government’s reputation, but also to how customers might perceive Fulton County as a whole in terms of where they want to live, work, and play. As an organization, we have made investments into our infrastructure, people and performance metrics, all toward the aim of making sure we hit the mark in providing excellent customer service.
EITK: Since we last spoke in December 2019, the world has been transformed by the COVID-19 pandemic. How prepared was Fulton County Government for this first-time event, and what has been the specific impact on you and your team?
Brigitte: I think Fulton County Government, like every other organization, was taken by surprise by the pandemic. However, with the investments already being made in our infrastructure, emergency management operations, and contingency plans, the County was well prepared to effectively deal with the crisis at hand. We immediately began to identify ways to continue service to our customers who not only expected it but needed the services we have to offer. We did this while keeping our employees safe as well.
Being an organization with so many arms, our executive leadership team, department directors, and elected officials went to work right away, adjusting wherever necessary to ensure there would be no gaps in service. As an organization, we had to pivot (and pivot quickly) from not only providing in-person services, but also providing virtual services in some areas. This required us to leverage technology to respond to the most immediate needs. We provided COVID-19 information and testing for our citizens and for our county government, doing so in collaboration with other agencies. We established COVID-19 testing sites throughout the county, as well as a COVID-19 call center where citizens could obtain information related to the pandemic, and its impact on them and other Fulton County residents.
Through our Information Technology (IT) Department, the County was able to provide access to more online services for citizens, facilitating business across various departments. More specifically for my customer service team, technology played a major role. Through the use of software already within the County’s reach, we were able to transition our in-person call center staff within 48 hours to an at-home call center set-up, whereby staff could work from home, effectively answering calls and providing direction to customers. In addition, with our enhanced technology, the County was able to provide the ability for many other employees to telework during the height of the pandemic without having a decrease in service offerings. For employees who had to report onsite, the County provided personal protective equipment (PPE) and implemented additional precautions such as temperature screenings, new physical barriers, hand sanitizing stations, and an increased cleaning schedule — all in an effort to reduce the spread of infection.
Whether it was providing court services, emergency rental assistance, water services, classes, conducting elections, ensuring senior care, library, or other services where available — the County answered the call with a well-planned and well-defined roadmap that we are still operating under today.
Brigitte Bailey celebrates with Fulton County Manager, Dick Anderson.
EITK: Like everyone else, we’re sure you’re eager for a return to normal. But the changes brought on by the pandemic have highlighted what matters most to people. Recognition is one of those things. Can you talk a little bit about how Fulton Country Government recognizes moments of excellence among its employees?
Brigitte: We recognize employee excellence through a program called the Fulton 100 Customer Service Legend Program. It doesn’t matter if an employee is interacting with a Fulton County resident, visitor, or employee, the program is all about catching someone in the act of doing something exceptional. When an employee is recognized as a part of this program, they join the Fulton 100, and are celebrated in a variety of ways.
The Fulton 100 is recognized before their peers as a part of a special annual luncheon with giveaways, swag bags, and games, as well as more frequent and informal events like dessert-filled social hours. At the annual luncheon held in October during National Customer Service Week, the Fulton 100 Customer Service Legend of the Year is awarded to the employee who best demonstrated exceptional customer service in the prior year. Members of the Fulton 100, and their amazing deeds, are also frequently highlighted within the Fulton
In addition, the County also hosts the Fulton F.O.C.U.S. Awards employee recognition program. This program recognizes employees, or a team of employees, that have significantly improved Fulton County operations benefitting customers, improved the image of the County, made a significant impact on service delivery and safety, exhibited courage voluntarily by risking their lives to save another, created innovative problem-solving techniques utilizing state of the art technology, and demonstrated vision and/or strategic thinking — all to ensure professional excellence in support of the County’s core functions.
These employees are recognized quarterly with a framed certificate, a gift card (budget permitting), and a written description of their achievement. They are also eligible to receive the Annual F.O.C.U.S. Award, presented at the Annual F.O.C.U.S. Award Ceremony held in December. Year-end winners are provided a cash prize funded through the Employee Service Fund.
EITK: During your 2019 interview, you highlighted the rollout of kiosks to collect real-time data on customer satisfaction. With the impact of the pandemic aside, can you share a little bit about how this initiative has been going? Which areas currently have kiosks, what insights have been generated, and are any additional kiosks planned for the future?
Brigitte: The Satisfaction Kiosk Pilot Program was created to allow customers to provide a satisfaction rating via a kiosk immediately following service delivery from a test group of departments. This pilot program was rolled out in February 2020 with four of our forward-facing partner departments. These included:
This method of surveying allows the County departments to be able to isolate fluctuations in service levels, track and manage performance, and provide validity for recommended improvement actions where deficiencies may exist.
The Satisfaction Kiosks contain a three-question survey that takes less than 60 seconds to complete, even in the instance where a negative review is given and feedback from that review is input into the kiosk. It’s very simplistic, but simplicity, in some instances, can give you the outlook you need to make immediate adjustments in service levels. Following a transactional service, customers are asked to rate their level of satisfaction using a smiley face rating scale that represents excellent, good, mediocre, or poor service. In an instance where a customer rated their experience as good or excellent, the survey literally takes less than 10 seconds. In the instance where a mediocre or poor rating is given, customers are given the option to provide feedback utilizing pre-selected choices, or they have the option to type in additional information. They are also asked to provide their name, email address, and/or phone number, which is completely optional, so that a manager is able to contact them to address (and hopefully correct) a negative experience.
By adding this new evaluation initiative into our customer service framework, we hope to be able to have a more direct impact on the overall customer experience, further improve our satisfaction ratings, and better align the needs our citizens with services provided by our agencies. Unfortunately, due to the pandemic, this pilot program was placed on hold. That said, plans are underway to reintroduce the pilot program during the third quarter of 2021 in all the same departments, as well as the addition of Fulton County libraries.
Fulton County employees celebrate success with a special annual luncheon
EITK: Consumer behaviors have undergone significant change over the past 12 months, yet some things remain the same. Can you talk about any shifting expectations you’ve observed, either among residents or employees, and what remains the same for you and your team?
Brigitte: For Fulton County residents, I feel comfortable in saying our customers expect the best, and we have to commit to rising to the occasion to give them that. They deserve nothing less. That hasn’t changed. The expectations remain the same: be ready, be available, and be willing to serve. We are constantly looking for ways to improve our service delivery efforts, and we do this by engaging with our customers. We talk to our customers to see what we can do better. We conduct departmental surveys, and we conduct an annual County Resident Survey, both of which give us very good insights into the needs and wants of our customers. The results from this surveying is used in a variety of ways, including preparation of our County’s strategic plan. One important thing we do is we hear our customers. We listen to what they have to say and we act on it. We are all public servants, working for Fulton County Government to serve, and that’s something we take very seriously. My customer service team is what I like to call, the “Face of Fulton.” We are, in most instances, the first contact for a citizen or visitor, so it’s important that every person feel valued and important.
EITK: You have implemented a lot of innovative initiatives in your four years, all focused on improving customer service for Fulton County residents, visitors, and employees. What is the next area of focus for you and the county? Which initiatives have you excited for the balance of 2021 and beyond?
Brigitte: We have been successful in implementing several new customer service initiatives within the last few years, including the implementation of a customer service policy, establishment of two information desks, the creation of a customer service training program for employees, the establishment of customer service performance metrics, the implementation of a signage and wayfinding project, and a total overhaul of our website. We’ve been blessed to have these efforts recognized by way of two awards: the National Association of Counties Achievement Award and the National Customer Service Association All-Star Award. Although we’ve accomplished a lot, I like to think of this as just the start.
Looking forward to the second half of 2021, I’m excited to reintroduce the Customer Satisfaction Kiosks within other county departments, and I hope to work with our Training and Development Division and the Department of Diversity and Civil Rights Compliance Department, ADA Division, to develop a training module on how to provide customer service to customers who may be disabled. We want to be sure that every citizen and visitor to the county receives the same level of service, and that our employees are given the resources to provide
Execs In The Know partners with brands that are providing outstanding customer service (CX) experiences. The Brand Spotlight Series showcases innovations and solutions to CX challenges faced by today’s leading brands.
Thank you to Brigitte Bailey and the entire team at Fulton County Government for contributing to the Execs In The Know Brand Spotlight.
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In the dynamic world of technology, conversational automation has emerged as a groundbreaking tool, captivating industries with its potential to create measurable positive outcomes in customer engagement. This Tech Forum session offers a unique opportunity to delve into the success story of Home Depot, a trailblazer in redefining customer experience through the adept use of Large Language Models (LLMs) in a manner that is both safe and compliant.
We will explore the intricate distinctions between Retrieval Augmented Generation (RAG) and LLMs, drawing valuable lessons from Home Depot’s journey. Their approach exemplifies how conversational automation demands more than just guidelines and guardrails; it requires a strategic, transformative mindset crucial for achieving success in this domain.
Key takeaways will include:
This enlightening keynote address will dive into the transformative impact of customer-centric strategies on business success. In this engaging talk, Tracy Sedlak, VP of Customer Success at Offerpad, unravels the pivotal role of harnessing Voice of the Customer data in shaping robust business strategies, fostering a culture of customer-centric excellence, and embracing the power of stepping outside our comfort zones to glean unparalleled insights from customers.
Discover how these invaluable insights are not just indicators but catalysts for innovation and growth, driving organizations toward a future where understanding and leveraging the customer’s voice are at the heart of every strategic decision.
You can hear more about Tracy’s brand story and leadership journey at CRS Tucson.
The panel discussion delves into the intricacies of launching and sustaining AI-driven customer experience (CX) initiatives. The conversation will explore the landscape of AI implementation, emphasizing the elements necessary for successful deployment and continual support. Hear from Brands that have launched their AI strategies on what challenges they faced, the strategies they used, and the vital components they have planned to nurture and evolve their AI-based CX solutions beyond their inception. Get answers to real questions!
In the fast-paced world of customer support, where quick responses and resolutions are crucial, the arrival of AI has been nothing short of revolutionary. Among the champions leading the charge in AI-driven customer support, AppFolio stands out. AppFolio is an Intercom customer that provides software applications and services for the real estate industry.
This session will dive into how innovative companies like AppFolio structure their customer service teams in an AI-first future. In particular, we’ll uncover how Appfolio was able to adopt this new technology and achieve substantive results quickly, including:
Join us for a workshop that offers an in-depth look at the transformative power of modern AI tools and analytics in helping enterprises of all sizes establish the vital operational building blocks designed to foster trust and excellence.
Attendees will explore innovative approaches to distilling, safeguarding, and harnessing their data’s potential, while also being able to leverage that data across operations to enhance efficiency and cultivate a culture committed to continuous improvement. Additionally, you’ll discover how to build an environment and effective frontline where innovation, excellence, and improvement are part of the everyday fabric of your organization.
Prioritizing enhanced consumer experiences is paramount for any consumer-facing brand. By integrating AI and automation, businesses can ensure timely and thoughtful responses to online consumers, freeing up resources to focus on efficiency, quality, and meaningful human interactions.
Join Kim McMiller, SVP Global Client Services at IntouchCX, and Luc Antoine, Head of Care at L’Oréal Canada, as they delve into how to harness automation for data integrity, aligning seamlessly with a global vision and deep understanding of consumer needs. This engaging workshop will highlight real examples from a top consumer brand and offer the unique opportunity to collaborate amongst your peers on leveraging automation, people, and processes to optimize operational efficiency and enhance the consumer journey.
As the role of today’s contact center agent evolves and becomes more complex, it’s more important than ever to be confident that your new hire onboarding is truly effective. Adding to that complexity is the reality of a globally dispersed, hybrid workforce, making effective training more challenging.
So, how can AI help?
Join former training leader Casey Denby to learn key findings on CX preferences derived from today’s consumers. Discover AI Simulation Training and see how you can develop a dispersed team of confident agents prepared to tackle the most complex call types before they ever talk to your customers.
Dive into how you can enhance training, build confidence, and increase conversational fluency among agents. Learn how to expedite new hire agent speed-to-proficiency by 56% compared to traditional methods and improve the top metric for delivering the experience your customers expect and deserve when contacting your brand for support.
In this session, you will:
AI is taking center stage when it comes to elevating customer service experiences. When we mix the smart capabilities of AI with the kind of empathy only humans can provide – that’s where the magic happens for both companies and their customers.
Our workshop will explore strategies combining the best technology with genuine, empathetic customer service to create experiences that truly differentiate and impact customer loyalty. Attendees will gain practical tips for prioritizing customer needs and emotions, ensuring seamless, personalized service that bridges the gap between digital efficiency and the human touch.
Sentiment… Language… Speech… QA… We all reference these terms, but do we know how to place tangible value on the human voice expressing such communication?
With the numerous human-based metrics used to manage corporate performance, most contact center operations have focused their investment decisions on advancements that remove the human component.
Yet, measures involving VoC, Promoters, and QA remain prevalent throughout all organizations. Many executives have sought to learn the true ROI involving sentiment… a high QA score… or even Top Box satisfaction. For many, attaching an ROI to these metrics appears daunting, moving them to a ‘necessary evil’ expense line. In the age of AI, we find ourselves pushing for investment success associated with corporate efficiency and reduced headcount, but how about the same rigor toward retaining humanity in our enterprises? Societal research continues to show that people resonate with and need personal connection. The relationship between our customers and brands should capitalize on that need while continuing to foster satisfaction with product offerings.
Hear from industry-leading executives who have capitalized on humanity’s power and created tangible business results. Then let’s collaborate as a Community to define what tangible success means for our Humanity Factors. Facilitated break-out tables will focus on customer sentiment, agent behavioral factors, customer satisfaction, and the difference between proactive and reactive communication analyses to design the next generation of ROI models as we embrace the AI era.
Dive deep into the future of financial services with Veronica Semler, Vice President of Servicing Operations at Oportun, as she demystifies the complex interplay between Generative AI and big data in revolutionizing the industry. Oportun, a distinguished FinTech provider committed to making financial goals achievable for over 2 million members, harnesses cutting-edge AI to reimagine customer service dynamics and operational efficiency.
This session promises a thorough dissection of AI-driven strategies reshaping how data is interpreted, consumed, and leveraged for decision-making. Witness firsthand how Oportun’s leaders, supervisors, and agents integrate these advancements to foster a culture of innovation, significantly enhancing customer experiences and driving financial success.
You’ll gain insights into:
Consumer expectations for customer service are higher than ever before – they expect to engage with businesses across multiple digital channels that are convenient, fast, and efficient. Join Amazon Web Services (AWS) to discover best practices for how to leverage phone, in-app and web calling, video, chat, short message service (SMS), and third-party messaging to deliver exceptional customer experiences.
In this session, you will learn about:
Navigating Moments of Truth: A Human-Centric Approach to Employee Engagement and CX Excellence
Join Intradiem’s President and COO, Jennifer Lee, as she leads a panel of industry experts in a discussion that extends beyond the traditional focus to explore the heart of employee engagement, uncovering genuine “Moments of Truth” for both employees and the brand.
As technology continues to impact the type and complexity of live calls, employee experience must remain a focal point. CX leaders must reexamine the agent’s role and establish targeted, effective employee engagement support mechanisms to ensure agents are best equipped to deliver exceptional “Moments of Truth” in these new modern customer interactions.
The conversation will navigate the intersections between these pivotal moments, revealing how mutual support shapes a powerful synergy. Discover how these moments profoundly impact CX and explore strategies for combining technology and acknowledging the human touch to positively influence your “Moments of Truth.”
Key panel takeaways will include:
1. How to find and define your “Moments of Truth”
2. The mechanisms needed to modernize and streamline agent workflow
3. How to put training at the center of your employee experience and engagement
4. Taking a proactive approach with technology to enable a better EX
Are you wondering how to incorporate AI and Automation into your program effectively? Need help figuring out where to begin or how to create a compelling business case? Join Laivly along with Abercrombie & Fitch as they share insights on navigating the new landscape of AI technology in CX. Learn how to fund your tech projects based on cost savings and ROI from the first interaction.
Discover how to identify that crucial first step and develop a persuasive investment story. Learn from real-world experiences where an unexpected, high-value, compliance-based use case was the foundation for broader AI and Automation implementation.
In this discussion, you’ll gain practical tips on:
Join us and embark on the path to AI and Automation success!
Today’s service delivery landscape largely focuses on technology-driven solutions thanks to emerging channels, cutting-edge tools, and AI-powered insights. But without a human-centric approach, you risk losing the emotional connection and empathy needed to unlock the value behind your investments.
Real transformation requires a human-centered design to succeed, so ensuring your service delivery approach is modeled around (and for) people is crucial to delivering outstanding customer experiences. In this session, Tadd McAnally, VP of CX Advisory services at VXI, will discuss prioritizing the human element by applying design-thinking principles backed by real-world examples and success stories in an increasingly complex ecosystem.
Join this compelling Customer Shop Talk to learn:
Don’t miss out on this important session — or the opportunity to design with your people (not just bots) in mind.
Dive into the cutting-edge of AI and revolutionize your customer experience (CX). Whether you’re just starting or already on the path, this is your invitation to a game-changing dialogue on AI’s role in elevating both customer and agent interactions.
Discover the stark contrast between legacy architectures and the dynamic future promised by AI-infused technologies. Learn about AI’s power to seamlessly assist with post-call enhancement, provide next-best action recommendations, IVR and dialog flow customization, and enrich your knowledge base.
Join us to explore how wrapping AI around your current IT infrastructure can drive intelligence, foster innovation, and inject agility into your operations. This is more than a chance to upgrade your technology—it’s a pathway to reshaping your organizational landscape and redefining the CX you deliver.
A customer doesn’t think about channels. Some communicate only on one channel; some effortlessly flit across channels. But brands and their Customer Experience (CX) leaders don’t have that luxury. They must manage preferences across all their customers while trying to strike the balance of service excellence, operational costs, and an array of automation and artificial intelligence (AI) capabilities across channels.
How do brands manage the tension between serving customers however they want, in whatever channel they want, and proactively steering customers to channels to manage customer experience and efficiency?
This panel will dissect modern frameworks for crafting effective customer channel journeys. We’ll delve into customer behaviors across channels and the importance of fostering lifelong conversations that don’t just span channels but span over the entire customer relationship, moving beyond mere transactions. Insights from diverse brands will shed light on the evolving strategies and critical decisions in the era of customer experience AI and automation.
Join us as we explore the seamless channel experience. Our focus will be on how brands can balance operational efficiency and customer-centricity in the digital age, underscoring the need to delight customers, build meaningful connections, and drive lifelong customer loyalty in the constantly evolving customer service landscape.
It’s often assumed that a decline in customer experience pays for gains in operational efficiency. That’s not the case for Bob’s Discount Furniture. They are leaders in both operational efficiency and NPS.
A customer-obsessed culture and great product value are the foundation of Bob’s brand. But more importantly, Bob’s also leverages digital channels and Generative AI at strategic points in their customer journey, allowing them to minimize phone contacts while still getting customers the information they need. It’s a win-win, offering great CX while minimizing costs.
Join a conversation with Quiq and Bob’s to learn:
• Insights into the techniques that Bob’s used to drive CX efficiency and the outcomes they achieved
• Understanding of the Generative AI Maturation Curve that Bob’s is using to plan the adoption of safe Generative AI
• Suggestions about how to navigate organizational challenges, risks, and barriers to AI “
This case study delves into Public Storage’s inaugural venture into offshore outsourcing with OP360. The discussion will highlight the company’s initial concerns with moving its contact center offshore, including quality, language proficiency, cultural alignment, and customer empathy.
The solution discussion will focus on collaborative efforts, extensive pre-training, tailored materials and immersive facility walkthroughs, and specialized empathy training equipped agents to handle diverse scenarios.
The case study will also examine integrating advanced contact center technology in Public Storage’s offshore operations. It delves into the effects of streamlining interactions, enhancing informed decision-making processes, and automating workflows. The focus is on developing agent skills and efficiently meeting service level agreements. The case study will also assess the impact of combining skilled personnel with cutting-edge technology on overall performance, customer satisfaction, and operational efficiency in contact center management.
Even the most reputable companies strive for constant improvement in today’s fiercely competitive business landscape. As technology reshapes traditional operations, it has become imperative for organizations to foster consistency, increase efficiencies, and create a high-performance culture. Join us for an insightful session featuring Lance Gruner, Mastercard’s Executive Vice President of Global Customer Care, and Kyle Kennedy, President and CEO of COPC Inc. They will reveal how Mastercard’s commitment to excellence led them to adopt and implement a unified performance management framework. Lance will share Mastercard’s impressive journey and its sustained impact on the organization and its customers. Don’t miss out on the chance to hear Mastercard’s story of continued success in the face of rapid change, solidifying its leadership position in the CX industry.
In today’s tech landscape, the promise of conversational automation has captivated industries, offering unparalleled opportunities for customer interaction. Join Knowbl as we delve into the transformative potential of Large Language Models (LLMs) and their role in fulfilling this long-awaited promise.
This Tech Forum session aims to dissect the fundamental distinctions between RAG (Retrieval Augmented Generation) LLMs and shed light on the nuances that differentiate these technologies in conversational AI.
Moreover, we’ll be navigating the critical compliance landscape within conversational automation. While guardrails are essential, the Knowbl team will illustrate why a compliance-approved approach necessitates more than mere guidelines, showcasing how Knowbl tackles this challenge effectively.
Amidst the conversational AI buzz, this Tech Forum seeks to transcend the hype.
In today’s fiercely competitive market, organizations must constantly transform to evolve their ability to delight customers. Simply offering a quality product or service is no longer enough to stand out from the crowd. Customers seek more than just transactions; they desire a seamless and personalized journey that exceeds their expectations at every turn.
How can companies reimagine their service models to enhance customer experiences, cultivate loyalty, and drive sustainable growth and prosperity? How can organizations boost their customer success across every touchpoint?
Hear from Nancy Clark, SVP of Consumer Customer Success at Verizon, to learn how Verizon is leading the way by transforming how it supports customers through customer success initiatives and digital transformation efforts, including:
When you love the great outdoors, it makes sense to try and do everything you can to protect it. That’s why Arc’teryx, the high performance outdoor equipment brand, is doing its part to consider its environmental impact every step of the way. The brand is committed to incorporating sustainability and circularity into every business decision, making them integral to its core business.
Join Dave Pitsch, Vice President of Guest Services at Arc’teryx, as he addresses the brand’s unwavering commitment to delivering a premium guest experience and investing in its guests throughout the entire lifecycle of its products. The brand’s emphasis on performance, attention to detail, and dedication to environmental responsibility has garnered a strong reputation among outdoor enthusiasts.
Learn how the brand is shaping the future of guest experience, addressing crucial moments of truth, and aligning its product design, circularity initiatives, and guest services to cater to the evolving needs and expectations of its guests.
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.