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CustomerConnect 2021 / Day Two

Creating a Strategic Roadmap for Change
THIS SESSION IS NOT AVAILABLE
ON-DEMAND

Customer service has shifted its role within organizations from operational support to becoming a critical data and revenue driver. The ways in which customers shop has shifted to digital, and fulfillment options are constantly evolving. Customer needs continue to shift and expand on two ends of a spectrum: high touch support and efficient responsiveness. Finding talent and managing associate engagement has moved online with Zoom interviews and virtual gatherings. In other words, the only constant in customer service is CHANGE, and the key to successful change is creating an adaptive service model that measures success by accountability to the customer experience.

Join Kate Showalter, Senior Director, Customer Service and PMO at Crate and Barrel, as she shares how to build an adaptive customer service organization, one that’s able to prioritize the customer experience by shifting to meet ever changing expectations. Listen as Kate discusses:

  • Universal agents in an omnichannel model
  • Prioritizing the conversation over the transaction
  • Re-prioritizing metrics and measures of success to support quality
  • Empowering the supervisor to own their team, the role of the day-to-day leader
  • Associate engagement at home

Resources:

Speaker Bio

  • Kate Showalter

    Senior Director, Customer Service and PMO - Crate and Barrel Holdings

    Kate Showalter is the head of Customer Service and Customer Insight for all Crate and Barrel Holdings, Inc. (CBH) brands including Crate and Barrel, CB2, Crate and Kids and Hudson Grace. Kate brings 30 years of retail experience—25 with Crate and Barrel—spanning stores, global franchise development, customer service and project management. A brand well known for its customer focus and service, Kate’s teams engage with over 5m customers each year providing seamless support across voice, email, chat and SMS platforms.

    As head of the CBH Program Management Office (PMO), Kate is able to fully operationalize all types of customer experience initiatives for the brands through her oversight, governance and implementation of all large-scale projects for the enterprise organization. Prior to starting in her role as leader of the PMO in 2016, Kate launched the International Operations Team responsible for the creation of the Franchise Operations Manual and the opening of over 20 international stores in 3 years. With a background in Retail Store Leadership, Kate has a passion for creating consistently positive customer experiences. She believes that brands are measured with each interaction and strives to create and foster positive lifetime customer relationships.

    Kate holds a BA in English Literature from the University of Maryland. In her spare time, Kate enjoys game night with her teenage daughters or curling up with a good book.