KEYNOTE: The Adaptive Change: How Fanatics Inc. Provided a Strong eCommerce CX in a Time of Immense Change

In 2020, as customer experience (CX) leaders, we were challenged to implement strategies that were multi-faceted and heavily shaped by our business type and the economical ebb and flow of consumer demand. Given the unprecedented nature of these business challenges and their downstream impact (like slower supply chain flow, closed storefronts and event-based venues, and a rapid consumer shift to online purchasing), many companies were forced to pivot the focus of their 2020 plans to supporting business continuity and approaching customer care in entirely new ways.

Join Carolyne Truelove, Head of Global Fan (Customer) Experience at Fanatics Inc., for an inspiring journey examining the importance of values-based communication, employee development, and a company culture that balances hard work with fun. Learn how Fanatics adapted quickly to implement new strategies that leveraged adjustments to Fanatics’ people, processes, and technologies, resulting in:

• Safer work environment for employees
• Retention of a high number of team members
• Successful maintenance of Fanatics’ eCommerce business

Speaker Bio
  • Carolyne Truelove

    Carolyne Truelove

    Head of Global Fan Experience - Fanatics

    As part of the Global Operations team, Carolyne is responsible for the overall Fan (customer) Experience strategy. Partnering with leaders across the organization, her team drives first-contact resolution (FCR), resulting in strong customer satisfaction (CSAT) and net promoter scores (NPS), reduced contacts per order (CPO), as well as increased customer lifetime value (CLTV). Truelove leads contact center teams across 6 locations that interact directly with Fans in 9 languages. Fanatics provides world-class omnichannel support services across social media, voice, chat, email, SMS, and self-help resources. Her back office team supports proactive order management. Their focus is to improve each touchpoint of the customer journey through data driven changes to process and best in class technologies from click to porch which result in increased fan loyalty.