Welcome to the fourth edition of the Virtual CX Excellence Summit!
If you are interested in learning & networking with CX Corporate Experts who have been there & done that, you are in the right place!
Topics Covered At The CX Excellence Summit:
With presentations by some of the world's leading CX professionals, our interactive summit has an agenda filled with cutting-edge case studies, practical tips, as well as inspirational sessions to bring you the best of Customer Experience in the new normal.
Please note that the Virtual CX Excellence Summit 4 is a virtual event.
10.00 POST PANDEMIC :SHAPING DELIVERY TRANSFORMATION AND CUSTOMER EXCELLENCE
ARCHANA RAMACHANDRAN, Product Leader, Manage & Change Reservation,Digital Customer Experience, AMERICAN AIRLINES
10.45 GIVING CUSTOMERS A VOICE IN A WORLD FULL OF NUMBERS
ALEX GENOV, Head of Customer Research, ZAPPOS.COM
11.30 YOUR CUSTOMERS ARE TALKING. ARE YOU READY TO LISTEN?
ERIC MARTIN, Senior Manager, Data Partnerships, TWITTER
12.15 CUSTOMER CENTRICITY & DIGITAL ENABLEMENT DELIVERING GROWTH AND POWER PARTNERSHIPS
JENNIFER BORCHARDT, Senior Principal of Experience Design, SLALOMUNCH FOR SPEAKERS & DELEGATES
13.00 LUNCH FOR SPEAKERS & DELEGATES
14.00 CX INITIATIVES IMPLEMENTED BY THE WORLD’S AIRPORTS – AIDING CUSTOMER CONFIDENCE & REASSURING CUSTOMER COMFORT
SEVDA FEVZI, Associate – Airport Customer Experience and Business Development, Modalis Infrastructure Partners
14.45 EXCEPTIONAL CUSTOMER EXPERIENCE ALWAYS BEGINS WITH AN EXCEPTIONAL EMPLOYEE EXPERIENCE - HOW TO ENGAGE YOUR TEAMS FIRST
CAMELIA D. HAYMAN, Director of Customer Service Excellence, MEDELA CANADA INC.
15.30 END OF DAY 1
10.00 - 16.00 FULL DAY WORKSHOP: CREATING THE CULTURE OF GREAT CUSTOMER SERVICE
The focus of this workshop is to create a shared understanding of happiness at work, leading with happiness and an
understanding of how to create and maintain a happy workplace environment which allows customer service teams to
create amazing experiences.
● What is culture why is it important
● The importance of micro cultures or team cultures .
● How do you build a happy culture which nurtures a great customer experience
● Our framework to create a happy work culture.
● Examples of great customer cultures
● The importance of leadership in a culture of great customer service
● The importance of purpose, values, and desired behaviours to create the culture and outcomes you desire
● A framework for taking back to your organization to explore your culture
SARAH METCALFE, CHO, HAPPY COFFEE CONSULTING
This program can also be delivered as a tailored in-house training for your organization. We adapt the content to your industry, objectives, and level of maturity, focusing on real challenges your teams face and the decisions they need to make. In-house formats allow your people to align on a shared approach, work through relevant scenarios, and build skills they can apply immediately.
If you’re exploring an in-house option, tell us a bit about your team, priorities, and timing, and we’ll recommend the right format.
Contact us about in-house training
