PANEL: The Importance of Research to the Modern CX Executive

Every year, leading research firms such as Forrester, Gartner, and COPC Inc. conduct and share insights and findings from industry studies, market analyses, workforce studies, and privately sponsored research. Are the outputs from these efforts simply interesting to know, or do they really help shape your customer experience (CX) strategy?

Join Fancy Mills, COPC Inc. Product Marketing and Content Leader, as she facilitates a panel of CX leaders in exploration of how the industry can best unlock the value of CX research. In this session you will learn how to use industry research to better:

• Inform your business decisions and CX strategies
• Shape the design of future products and services
• Transform insights into initiatives
• Benchmark your own operations against CX leaders and innovators

Speaker Bios
  • FancyMills

    Fancy Mills

    Product Marketing and Content Leader - COPC Inc.

    Fancy Mills, Product and Content Marketing Leader, has over twenty years of experience specializing in consulting, training, and product management/marketing. As a consultant, she has advised, trained, and certified thousands of customer experience and support leaders including executives, managers, analysts, technicians, and corporate trainers around the world. In addition to training, she has developed and facilitated customized curriculum for Fortune 500 companies in the areas of customer service, generational intelligence, process improvement, customer experience, quality management, workforce management, presentation, communication, and time management skills. She received her Master of Science Degree in Human Resource Development with a specialization in Adult Education from Texas A&M University.

  • Daniel Mendez Costabel

    Supplier Management Director, Customer Service and Support - Microsoft

    Daniel Mendez Costabel is a Global Director of Partner Management at Microsoft Customer Experience & Success organization, and his team drives Innovation & Incubation for the Delivery Partner ecosystem. With more than 20 years of experience orchestrating Teams and Partners to deliverCustomers’ Experiences and Business Results at global level he is an active contributor to EITK especially in the area of outsourcing. He has been co-leading the definition and operationalization of the GIG delivery model at Microsoft CSS for the last three years.

  • Brandon Linton

    VP Workforce Optimization & Performance Management - Marriott

    Brandon leads the global Analytics, Workforce, Quality, and Knowledge teams at Marriott’s Customer Engagement Centers. These Centers are operated by 8,000 Marriott associates in 22 locations, and support over 60M customer reservations, care, and loyalty program interactions each year. Previously at Marriott, he led the global hotel operations quality program, ensuring guests at over 6,700 hotels and 303 brands have consistently excellent, on-brand strategy experiences.

    Before joining Marriott, Brandon was a Principal a the Boston Consulting Group, where he helped retail and customer goods clients around the world realize opportunities in operational strategy and performance improvement. Brandon also served as a Captain in the US Marine Corps, based primarily in Asia. He earned his BA at Binghamton University, and his MBA at Yale University.

  • China Scroggins

    China Scroggins

    Customer Experience & Program Management Executive - Forever 21

    China Scroggins, a native of Denver, is a proven Program Management and Customer Experience leader. While earning her degree in Marketing at Texas Southern University in Houston, Tx, China fell in love with content creation and the ability to drive lucrative results through targeted presentationand analytics. She used that love, combined with her interest in the fashion industry, to begin her over 12 career in e-commerce operations. Her success in the field allowed her to move to Los Angeles, to begin a career in e-commerce and ultimately Program Management at Nordstrom. China is now driving Omni-Channel service strategies as the Director of Customer Experience at Forever 21; supporting operations in Los Angeles, India, and Mexico. Additionally, China owns her own content creation company, ContentMint LLC. Personally, she serves as the Chair of Mentors & Volunteers for Girls With Gifts Inc, a nonprofit that reaches back to pull forward girls interested in the arts and entertainment field.