PANEL: Re-Working Digital CX: A Reality Check with Top Brands

The pandemic heightened the need for digital transformation like never before. And while some brands continued to execute on existing strategies, most struggled with where to even start on their digital transformation journey, including how to prioritize their digital initiatives. Now, over a year later, where do brands really stand with their digital customer experience (CX) transformations? What have been the successes? Are brands prepared for the next pandemic, or do gaps still exist in terms of strategic planning and preparation meant to fully leverage digital CX and drive business value?

Join Kevin Bottoms, Global VP of Customer Journey Innovation at TELUS International, for a candid “reality check” discussion uncovering:

• Where brands really stand in their digital CX transformation journey
• What were (and still are) the key inhibitors to achieving CX automation
• How brands are deciding what to automate first
• Lessons learned from pivoting CX strategies so quickly
• What needs to happen in the “next normal” to best support the customer journey

Speaker Bios
  • Kevin Bottoms

    Global Vice President, Business Development - TELUS International

    As Vice-President at TELUS International, Kevin is passionate about the power of a strong corporate culture and how it truly impacts frontline team members, drives employee engagement, enables design thinking and customer experience innovation, and, in the case of TELUS International, has the ability to sustain brand experiences in an outsourced model.

    With 30 years in the BPO and enterprise solution industries, including 10 years with TELUS International, Kevin is committed to helping clients exceed their customer experience goals through exceptional customer service and next–gen digital transformation solutions.

    With Kevin’s leadership, TELUS International was recently named to the Achievers 50 list of Most Engaged Workplaces, and was ranked as a Leader and Star Performer on the 2020 Everest Group Customer Experience Management PEAK Matrix.

    Learn more at: telusinternational.com

  • Deserie Dulaney

    Deserie Dulaney

    Vice President of Financial Services & Transaction Experience‌, Compass

    Deserie has over 20 years of experience leading global customer service teams with focus in technology and process improvement. In June 2020, Deserie joined the country’s largest independent real estate brokerage, Compass, with more than 18,000 agents with a mission to help everyone find their place in the world. Deserie oversees the Financial Services and Transactions Experience at Compass focused on helping agents through the transactions and compliance processes to getting paid timely and accurately on each closed deal. Prior to joining Compass, Deserie led the International Client Success and Global Operations Support teams at Indeed.com focused on helping clients achieve their hiring goals while partnering closely with Product and Engineering to evolve the employee and client experience. Prior to Indeed.com, Deserie has led customer success teams for notable brands such as Walmart.com and Match.com. Deserie holds a BS in Business Administration and Management from Texas A&M.

    In her free time, Deserie enjoys sailing and traveling when not enjoying the perfect Texas sunsets at her home in Dripping Springs, Texas.

  • JasonClement

    Jason Clement

    Vice President and Head of Advocacy, CVS Health

    Role consists of leading the most innovative service offering within the company. Taking retail practices and bringing them to life within wellness and healthcare in order to provide a differentiated and disruptive model to the market. This Advocacy model is the highest service offering within the market and focuses on eliminating friction for some of the leading companies in the world and their employees as they interact with the healthcare system.

  • John Riordin

    John Riordan

    Director of Support, Shopify

    John Riordan is Director of Support for Shopify and is based in Ireland. He also serves as Chairman of Shopify International Ltd.

    John leads a variety of different customer support teams for Shopify, including groups in Ireland, Canada, New Zealand and Lithuania as well as the Philippines, Japan and China. All of John’s teams work from home, a business model he has been an evangelist for over the last 20 years in the US, UK and Ireland. He spent much of his career in the US – working for Apple, Virgin Atlantic Airways, Arise Virtual Solutions and US Airways. In 2010 John and his family returned to his hometown of Cork, Ireland where he now resides with his wife and two teenagers.

    John is Chairman of the board of Grow Remote, an organisation advocating for remote work and President of the Rockwell College Union, his alma mater. He serves on and the board of Sanctuary Runners which focuses on the use of sport to help the societal integration of asylum seekers and refugees and also on Commercial and Marketing committee of the Irish Rugby Football Union.