It goes without saying that our industry will experience lasting impacts from the events of this year, and all aspects of customer experience (CX) operations are under the microscope to ensure short and long-term success. An organization’s sourcing strategy is always strategically important, but even more so now given the global economy and the challenges experienced due to the pandemic. Join us for an in-depth discussion among these CX leaders to learn how they are working to address the critical questions related to their sourcing strategies in the current environment, including:
- Identifying the the “right” mix of internal versus outsourced staff
- Learning from the challenges and best practices faced by outsourcers and vendor management organizations
- Understanding how outsourced partners can continue to create value for their clients
- Operational and vendor management changes needed to best support outsourced partners
- Determining pricing models that best support the ability to deliver consistent and high levels of service
This session promises to be an interactive and valuable discussion for organizations who outsource some or all of their CX operations and outsourced partners.
Resources:
Speaker Bios
Rick Zayas
Vice President – CX Strategy and Performance Improvement - COPCRick is a senior business executive with extensive experience in operations management, process design/optimization, training development/delivery, organizational change, and leadership development/coaching. He has more than two decades of experience in business and IT, having led and consulted for organizations of various sizes and complexity.
He has successfully led performance improvement engagements and delivered training designed to equip clients with the knowledge and skills needed to sustain these improvements.
Prior to joining COPC Inc., Rick held executive leadership positions with ClientLogic (now Sitel), Blue Cross Blue Shield of North Carolina, and American Family Insurance. Throughout his career, Rick has demonstrated a passion for the customer experience and service center performance. His teams have consistently met tough client and regulatory requirements, maintained high levels of customer satisfaction and service, and improved operational efficiencies leading to lower costs and better quality.
Education/Related Training
Rick has a BS degree in Operations Management from Syracuse University, and holds certifications in several key industry frameworks, including: ITIL V3 Expert, HDI Support Center Director, Lean Six Sigma, COPC Customer Service Provider, and COPC Vendor Management Organization.
David Wilson
Director of Vendor Operations - The Americas, Uber
Julie Weingardt
Vice President, Operations - TuroJulie is an operations executive who believes the most important customer interaction is the one that happens next. Julie strives to transform customer touchpoints into powerful relationships and brand-building tools through the use of highly efficient business practices, whether consumers choose phone, chat, SMS, email, social, or self service. With 30 years of operations and contact center experience, she is particularly skilled at developing and executing omni-channel operational solutions across a wide variety of verticals using combinations of internal and outsourced teams. In addition to Turo, her career background includes executive operational roles at Startek, Sitel, and Sykes.
Shannon Hodges
Vice President - Go DaddySince 2017, Shannon has led International Care atGoDaddy. Prior to joining GoDaddy, Shannon was VP, Customer Care for Sirius XM Radio and has 15+ years of experience in technology. He lives in the Dallas/Fort Worth with his family, and enjoys reading non-fiction, running, and time with family and friends when he’s not working.
