The Virtual CX Excellence Summit North America is designed to offer a complete virtual experience with 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!
Register Before February 25th to catch the early bird price!
What you Will Learn At The Virtual CX Summit:
10.00KEYNOTE OPENING SESSION: ELEVATING CUSTOMER EXPERIENCE EXCELLENCE IN THE PANDEMIC ERA
PRESTON PETERSON, Director Customer Experience and Innovation, AMERICAN AIRLINES
ARCHANA RAMACHANDRAN,Product Leader, Manage & Change Reservation,Digital Customer Experience, AMERICAN AIRLINES
10.50ACCELERATING CX SUPERIORITY WHEN BAD TIMES COME - CX EVOLUTION AT VOLKSWAGEN
MICHAL SZANIECKI, Managing Director SEAT & Cupra, VOLKSWAGEN GROUP
11.30A GREAT CUSTOMER EXPERIENCE: WHY PEOPLE MATTER ( MOST) AND HOW TECHNOLOGY HELPS- SAP
IRINA PASHINA, Senior Director - Content Marketing I Content Strategy I Customer Experience & Co-Active Coach®,SAP
12.10Lunch Break
12.50YOUR CUSTOMERS ARE TALKING. ARE YOU READY TO LISTEN?
ERIC MARTIN, Senior Manager, Data Partnerships, TWITTER
13.30FLEXIBLE FOCUS: HOW TO DESIGN A ROBUST CX PROGRAM THAT IS FLEXIBLE ENOUGH TO MEET YOUR ORGANIZATION’ S NEED
KATRINA SCHIEDEMEYER, Supplier Development Engineering, OSHKOSH CORPORATION
14.10FOCUS ON THE CUSTOMER AS A PERSON
ALEX GENOV, Head of Customer Research, ZAPPOS.COM
14.50Short Break
15.20WORKSHOP: CREATING AMAZING CUSTOMER SERVICE THROUGH HAPPIER WORKPLACES
In this workshop, Sarah will provide the science and metrics that focus on creating a great place to work for your employees. In this engaging session, she aims to define happiness at work, how it links to a great customer experience and explains the science behind why we are getting it wrong.
Sarah invites participants to reflect on the service they are providing, and how to put people at the heart of their organization. The result?
A fantastic customer experience, provided by happier employees. She will share her top tips to make changes in your organisation today.
SARAH METCALFE, CHO, HAPPY COFFEE CONSULTING
17.00End of Virtual CX Excellence Summit
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
