FIRESIDE CHAT – What It Takes to Lead with Agility
Highlights from a thought leader discussion INTRODUCTION Natalie Beckerman, Senior Vice President, Global Call Center Operations, Leaf Home, and Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan sat down for a “fireside chat” at the 18th Annual...
HEADLINER – Contact Center Digital Transformation: Then, Now, and Next Level
It’s Time to Rewrite Your Employee Engagement Playbook
Low morale among contact center employees — often an organization’s front door to its customers — is at a crisis point. More than three-quarters of customer experience (CX) leaders say low morale/engagement among their staff is challenging. It’s time for a change. “I...
Integrating Design Thinking in Your Long–Term Customer Experience Strategy
Presented by: Cal Austin Innovative Customer Experience Lead – Emerging Markets Pfizer