Executing Your Transformation Roadmap

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Abstract:
Employees are an organization’s greatest asset. Investing in their health and wellness is integral to employee engagement and is imperative to a successful customer experience. The organization’s ability to empower the employee and partner with them in all recognition and improvement efforts are critical. Hear how creating an organizational culture of wellness will positively impact the organization, improve the employee experience, and ultimately increase customer satisfaction.

Key Take-Aways:

• Fresh perspective on understanding the connection between employee and customer experience
• Insights on employee engagement, wellness, and emotional support
• Framework to optimize wellness through effective communication, empathy, and compassion
• Techniques to empower the voice of the employee
• Best practices to create powerful relationships between leadership and the workforce

Headliner:

David Weisman, Ph.D., CPXP, FPCC
Chief Experience Officer
NYC Health + Hospitals / Queens
 
Why You Should Listen to David:
David has spent the majority of his 20-year career in customer/care experience. He has a unique set of skills that have allowed him to create a culture of empathy focused on customer experience and exceed the expectations of all his customers, including patients and their loved ones, employees, and the community.

Hosted By:

Rob Gofourth
Staff Vice President of Business Process Services
Centene Corporation
Customer Engagement Leadership Council Member
 

Why You Should Listen to Rob:
Robert has more than 30 years of operations, customer experience and risk management across a variety of industries including insurance, mortgage banking, government enterprise, and outsourcing. He is also the best-selling author of Hack the Corporate Ladder: Move Your Career to the Next Level.

Hosted By:

Rini Fredette
Senior Vice President, Contact Center Services & Solutions
PSCU
Customer Engagement Leadership Council Member
 

Why You Should Listen to Rini:
Rini provides the overall leadership, vision, and strategic direction for PSCU’s Contact Center Operations. She oversees 650+ PSCU employees as well as an outsourced partnership with an additional 550+ contact center representatives across 6 different locations within the U.S. Her contact center services more than 10 million calls from credit union members per year, acting as a valuable extension of every credit union and providing a truly seamless member experience.

Hosted By:

Francoise Benoit-Betters
Vice President, Merchant Services
First American by Deluxe
 

Why You Should Listen to Francoise:
With over 19 years of Merchant Service experience, Francoise has an extensive knowledge of the credit card processing industry by providing 5-star quality support to over 160,000 merchants. Customer support is essential for cultivating successful, lasting partnerships, and First American by Deluxe’s hard-earned reputation is rooted in care with our highly trained, in-house customer support, installation, PCI compliance and Retention representatives capable and empowered to resolve issues for Partners and Merchants. Included in supporting our merchants, Francoise leads the in-house Deployment facility with 6-12 months of inventory and supplies for our merchants.

Hosted By:

Le Quiche Singletary
Enterprise Customer Service Director
Pediatric Associates
 

Why You Should Listen to Le Quiche:
Le Quiche is responsible for customer experience improvement programs, frontline training curriculums, reputation management for 100 + locations, and grievance advocacy. Le Quiche’s philosophy toward work is based on good leadership – “It’s my job to inspire my staff, to provide them with guidance, and to lead them by example. Only then can we reach our goals.” As an expert in the field of customer experience, she is passionate and enthusiastic about her ability to invoke organizational change!

Hosted By:

Sue Hoffman
Chief Member Experience Officer
People First Federal Credit Union
 

Why You Should Listen to Sue:
Bio is forthcoming.

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Abstract:
Current disruptive forces have compelled us to think and act differently about improving the CX, from delivering on our technology roadmap to engaging and retaining our workforce. The time to transform was yesterday, yet many businesses are still thinking about reducing costs first. As contact center leaders, how do you pivot to meet unexpected challenges while remaining agile? How can you achieve a winning and balanced transformation formula? This session will challenge you as a leader, providing tips and strategies for moving the needle and winning the agility game.

Key Take-Aways:

• Strategies for speeding up the transformation and digitization roadmap
• Best practices for making a winning ROI business case to secure funding for CX solutions
• Insight on requirements for continued innovation and improvement of your contact center models, AI, automation, digital footprint, and workforce engagement

Rockstar Insights:

Natalie Beckerman
Senior Vice President, Global Call Center Operations
Leaf Home
 
Why You Should Listen to Natalie:
Described as a disruptor in the customer experience and customer contact space, Natalie Beckerman has run top tier, large scale operations driving transformation and strategy, while conquering operational and service excellence across the USA, UK and EMEA. She is known to build new business, increase revenue and turn around performance, while at the same time reenergizing and invigorating businesses and leaders. Natalie has done this in the telecommunications/mobile, Home Services and Fintech/Financial services industries.
 
Alpa Shah
Global Vice President – CX Practice
Frost & Sullivan
Customer Engagement Leadership Council Member
 
Why You Should Listen to Alpa:
Alpa has vast professional and volunteer experience around business and strategy planning, product and vertical market analysis, growth consulting, event planning and execution, sales and marketing, writing growth opportunity insights, and most importantly, creating and inspiring teams to be best in class. Her current area of focus is on CX; she has also worked on projects covering technologies such as UC and mobile and wireless.

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Abstract:
Shock-and-awe headlines! Scorched-earth forecasts! AI Armageddons! In this session CK sets the AI record straight. Spoiler Alert: no matter your age, role, or industry, your company and career can get ahead with AI. But you must separate the AI facts—from the AI fears, fictions, and falsehoods.

Key Take-Aways:

• Insight into the real AI job issue AND why so many companies will fumble in the Age of AI (it isn’t automation—it’s failing at reinvention)
• A fresh perspective on a world awash in AIs: The demand for people, soft skills, creativity, and the humanities will SOAR in popularity
• Surprising ways robots will re-humanize our experiences and hyper-personalize our communications . . . but too many companies will fixate on tech & forget about interactions!

Headliner:

CK Kerley
Keynoter, Futurist & Instructor – Rutgers Business School
allthingsCK
 
Why You Should Listen to CK:
Powerhouse keynoter, Rutgers Business School Instructor, and Corporate Trainer Christina “CK” Kerley has guided scores of Fortune 500s—and thousands of executives—through 25 years of digital disruptions, revolutions, and reinventions. She’s currently focused on: AI, The Future Web, and Immersive Media. More info at: https://allthingsCK.com

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Abstract:

Find out how Baxter organized to deliver new digital services in an industry that is not that digital! Focusing on some of the key data elements required as well as delivering a new digital service supporting patients at home on dialysis. JMP will share how they successfully launched the first of its kind Telehealth program in the dialysis industry and how its driving significant revenue for the organization as well improving the outcomes for patients – putting the contact center at the very heart of your digital transformation journey!

Key Take-Aways:

• How do you start to build a new digital service offering – We are drowning in data – how to understand which data sets really drive the value proposition
• The lessons learnt that you can avoid as you look at your digital operating model
• Ways to place the Contact Center in the driving seat of your digital transformation journey
• C-Suite investing and how you could do the same thing in your organization

Rockstar Insight:

Jason Mercer-Pottinger
RTS Operations Director US Region
Baxter Healthcare Corporation
Customer Engagement Leadership Council Member
 
Why You Should Listen to JMP:
JMP is an internationally recognized customer contact center expert, specializing in healthcare and direct to patient services. He has had a career-long success leading CX and Contact Center operations within Fortune 500 healthcare Enterprises with the last 16 years at Baxter Inc. JMP is also a blogger, podcaster, and frequent event speaker as well as panel participant at events globally. His refreshing no-nonsense approach to CX makes him an influencer that folks want to listen to!

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Panelists Include:

Chris Goostree
Director of Contact Center Operations
TMX Finance Family of Companies
 
Why You Should Listen to Chris: 
A dynamic Contact Center leader with expertise in driving performance and efficiencies within a sales and/or customer service contact center. Chris has led successful programs for companies such as Toyota Connected, Cotiviti, Netflix and now the TMX Financial Family of Companies.
 
Angela Kenner
Director of Customer Success and Service
Fullsight
 
Why You Should Listen to Angela:
Angela is a multi-organizational leader in Customer Success and Service with a core focus on defining, delivering, and measuring value through digital products and experiences within the aerospace, defense, and ground vehicle mobility industry. Having built a Customer Success department from scratch, she brings expertise on how to scale your customer experience initiatives, with attention to key performance indicators at each milestone of the customer journey flywheel.
 
Sabrina ‘Sabs’ Meditz
Senior Director of Product Management – Off Console Experiences
PlayStation
 
Why You Should Listen to Sabs: 
Sabs is an accomplished senior product leader with 20+ years of global experience leading high-performing teams in developing innovative products and services for millions of gamers. She excels in crafting exceptional customer and developer experiences across AAA titles and gaming platforms. Committed to mentorship, Sabs fuels professional growth through her podcast and newsletter, Reasoned.

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Abstract:
Participants at each Customer Contact Executive MindXchange come away with a wealth of key learnings and it can be a challenge to take it all in. During this interactive session, members of the Customer Contact community will highlight the most important themes, key take-aways and lessons learned they can be readily operationalized once you are back in the office.

Moderator:

Alpa Shah
Global Vice President – CX Practice
Frost & Sullivan
Customer Engagement Leadership Council Member
 

Why You Should Listen to Alpa:
Alpa has vast professional and volunteer experience in developing business and volunteer organization strategies; analyzing product, regional, and vertical markets; planning and executing events; sales and marketing; writing growth opportunity insights; and, most importantly, creating and inspiring teams to be best in class. Her current area of focus is on CX; she has also worked on projects covering technologies such as UC and mobile and wireless.

Panelists Include:

Francoise Benoit-Betters
Vice President, Merchant Services
First American by Deluxe
 

Why You Should Listen to Francoise:
With over 19 years of Merchant Service experience, Francoise has an extensive knowledge of the credit card processing industry by providing 5-star quality support to over 160,000 merchants. Customer support is essential for cultivating successful, lasting partnerships, and First American by Deluxe’s hard-earned reputation is rooted in care with our highly trained, in-house customer support, installation, PCI compliance and Retention representatives capable and empowered to resolve issues for Partners and Merchants. Included in supporting our merchants, Francoise leads the in-house Deployment facility with 6-12 months of inventory and supplies for our merchants.

 
Dr. Debra Bentson
Senior Workforce Manager
Large-Cap Hospital System
 

Why You Should Listen to Debra:
Debra is a Workforce Management Humanitarian who engages continuous learning and positive psychology to craft and implement Workforce Management strategies and tactics that actively prioritize the well-being of the people they affect.