Upcoming Webinar


How Customer-Centric Brands are Scaling their 2021 Customer Support through Authenticity, Transparency, and, Advocacy 

With a significant increase in e-commerce during the pandemic, it’s no surprise that customers’ expectations have drastically changed. In 2021, customers expect authenticity, transparency and a brand that puts them first. How are leading brands adopting to this shift in CX, and how are they thinking about their customer support strategy on a global scale?

For answers to these questions and insight into adapting your customer support strategy, we invite you to join us for a special webinar featuring Edmund Ovington, VP of Global Partnership at Unbabel, alongside Heidi Elhawary, Head of User Support at Trivago, and Paula Kennedy, VP at Concentrix.

Register and join this panel of experts to learn:

  • How companies that operate with a customer-centric-first mindset have an easier time becoming advocates for the customer, the company, and the industry.
  • The various ways acting with authenticity can make or break the customer experience.
  • Why customer service leaders who operate with transparency are able to give the customer what they need, not what they think they want.

Meet Our Speakers

Edmund Ovington
VP of Global Partnerships

Edmund Ovington, as VP Alliances, enjoys looking after Unbabel’s global channel business, technology partners, and major clients. He partners with CX industry leaders to forge a better customer service, together.


Heidi Elhawary
Head of User Support

Heidi Elhawary started her career in the hospitality industry — a job that was meant to pay the bills eventually turning into a passion for hospitality and customer experience. With a bachelor’s degree in strategic management, almost 2 years of experience at the front desk, and a master’s degree in hospitality management, she now heads the User Support department at Trivago.


Paula Kennedy

Paula Kennedy-Garcia is Vice President at Concentrix having been in the CX solution industry for more than 20 years. She is charged with Concentrix’ innovation solutions in customer management and leads Concentrix Lingualab, a global hub that transforms multilingual operations. Paula also heads Concentrix Solv, a multi-award winning crowdsource platform.


Chad McDaniel
Execs In The Know

Chad McDaniel is a well-known advocate for the Customer Management Executive. He works tirelessly to showcase the success of today’s Customer Executive.

Execs In The Know believes that advancements in customer success are created when leaders share experiences, outlooks and insights – “Leaders Learning From Leaders.” Our mission is to provide measurable value to the corporate customer executive, by delivering customer experience improvements, in an efficient and effective manner.

Execs In The Know connects customer professionals to valuable content, thought leadership, industry insight, peer-to-peer collaboration and networking opportunities. We support the customer professional in a live format by hosting national events (Customer Response Summit) and conducting a series of Executive Think Tanks.