Virtual CX Excellence Summit 4 

6-7 December, Virtual Event

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About the Event

Welcome to the fourth edition of the Virtual 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. 

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:

  • In an exclusive keynote presentation, AMERICAN AIRLINES will share how it is reshaping it’s customer experience to adapt to the new normal.
  • ZAPPOS.COM will share a case study on the importance of focusing on the customer as a person. 
  • TWITTER will talk about how insights from the hundreds of millions of conversations happening each day on their platform can help your business grow in various ways.
  • MODALIS INFRASTRUCUTRE PARTNERS will discuss in what way has the pandemic shifted CX at the World's airports
  • How MEDELA has been creating exceptional customer experience with an exceptional employee experience
  • How U.S. BANK is focusing on customer centricity & digital enablement delivering growth and power partnerships
  • The summit also includes a full day interactive workshop on CREATING THE CULTURE OF GREAT CUSTOMER SERVICE highlighting the connection between happy employees and happy customers and how you can achieve this in your organization presented by HAPPY COFFEE CONSULTING

Please note that the Virtual CX Excellence Summit 4  is a virtual event.

 

Only

1days

19hours

34min

UNTIL THE EVENT

Facts & Figures

  • In 10 short years, P World has organized 180+ Events in 42 countries, 47 cities around the world including USA, Canada, Azerbaijan, Croatia, Turkey, Georgia, Qatar, Portugal, Norway, and Bahrain.
  • P World is the proud organizer of the signature brand events: Marketing Kingdom, Global HR Trends Summit, PR Trends Summit, Global Healthcare Summit, CX Excellence Summit & Corporate Communication Booth Camps.
  • P World also organizes HCI’s Certification Programs in Canada & Europe. 

Speakers

Jennifer Borchardt Slalom

Sevda Fevzi Modalis Infrastructure Partners

Camelia D. Hayman MEDELA CANADA INC.

Alex Genov ZAPPOS. COM

Archana Ramachandran American Airlines

Eric Martin Twitter

Sarah Metcalfe Happy Coffee Consulting

Agenda

 
 
 
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 

LUNCH FOR SPEAKERS & DELEGATES

13.15 

CUSTOMER CENTRICITY & DIGITAL ENABLEMENT DELIVERING GROWTH AND POWER PARTNERSHIPS


JENNIFER BORCHARDT, Senior Principal of Experience Design, SLALOM

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


 

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