fbpx
Customer Response Summit – Spring 2021 / KICKOFF – Day One

KEYNOTE: A Balanced Approach to CX for Extraordinary Outcomes

From operational excellence and quality to the employee experience, and more — creating a balanced approach to customer experience requires everything working in unison in order to deliver an extraordinary customer experience (CX). Every day we’re barraged with data, KPIs, stats, etc. It can often feel like we’re drowning in “Information Overload!” So, how do you make sense of it all? Learn how Loanpal has focused its thinking on building a “Winning Formula” for their customers. This approach has helped ensure CX success by building a balanced approach across a host of variables. It starts with customer-first principles — knowing your customers and understanding what they value — then determining how to measure success against these principles.

Join Paul Brandt, Chief Executive Officer at Loanpal, as he shares a powerful strategy for providing balanced, frictionless support for millions of homeowners who are making investments in sustainable upgrades such as carbon footprint reducing solar systems, high-efficiency HVAC solutions, and much more.

Resources:

Speaker Bio
  • Paul Brandt

    Paul Brandt

    Chief Experience Officer, Loanpal

    Paul Brandt serves the Employees and Customers of Loanpal as Chief Experience Officer. In this role, Paul is responsible for all aspects of the customer experience and oversees the processes and operations that impact critical consumer touchpoints. Paul leads teams responsible for customer service, underwriting, and other operational functions, to ensure a lending experience that is simple, frictionless, and friendly.

    Prior to joining Loanpal, Paul was VP Customer Experiencefor YUM! Brands (Pizza Hut, Taco Bell, KFC, Habit Burger) where he led teams in delivering an unrivaled experience for the Guests of Pizza Hut. He has over 25 years of leadership experience as a proven transformative top performer at some ofthe world’s most iconic companies, including: Tesla, SolarCity, Southwest Airlines, General Motors, Bank of America and Pricewaterhouse Coopers Consulting. He’s a leader with a passion for delivering an extraordinary customer experience, employee engagement, driving innovation, leading digital, strategy and continuous improvement.

    Paul was appointed by the Governor of Nevada to the Governor’s Workforce Development Board/Clean Energy & Sustainability Council. He also worked alongside Local Elected Officials (LEOs) on theBoard of Directors for Nevada Workforce Connections, serving the communities of southern Nevada. Currently, Paul resides on the Advisory Board for Execs in the Know.

    Paul was also able to provide thought leadership as an Honorary Professor at The Wharton School (The University of Pennsylvania) by guest teaching on a variety of subjects as part of their world-renowned Executive Education program over several years.

    Paul graduated MagnaCumLaude with a Master of Science in information Management and Communications from Walsh College. He received a Bachelor of Science in Marketing and an Associate of Applied Science in Architectural Technology from Ferris State University. Paul is a certified Lean Six Sigma Green Belt, Executive Lean Six Sigma Green Belt and Project Management Professional.