february, 2021

03feb1:25 PMZone 3. Miscommunication: The Largest Silent Cost to Your Business1:25 PM EST Fab Facilitator: Dorian Stone, General Manager, Grammarly Business, Grammarly

Event Details

Effective communication between employees and customers is critical for a high-performing customer support organization.  Employee turnover, increasing workplace diversity, and a growing number of platforms and systems have long put pressure on maintaining quality while improving efficiency. The pandemic has only increased these challenges with remote work and increasingly demanding customers.  Many leaders feel they are trapped in an unrelenting trade-off between cost, consistency, and quality.

Call to Action:

  • Implement strategies to improve efficiency, consistency, and customer experience through effective communication in every customer interaction
  • Unlock greater efficiency, consistency, and customer satisfaction by applying best practices for effective communication across every customer interaction


(Wednesday) 1:25 PM EST

Fab Facilitator

Dorian Stone, General Manager, Grammarly Business, Grammarly

Why You Should Listen to Dorian:
Previously, Dorian was VP of Customer Experience Strategy and Marketing at Medallia, where he built out and optimized the research and marketing functions. He was also a co-founder and leader of McKinsey & Company’s Global Customer Experience practice and a Program Director and Volunteer in the Peace Corps. Dorian holds a bachelor’s degree from Pitzer College, a master’s degree in international studies from the University of Pennsylvania, and a master’s in business administration from UPenn’s The Wharton School.