Region: North America

Theme:
From Crisis to Opportunity: Reimagining the Customer Experience

Speaker:

Paul Selby
Director, Product Marketing – Customer Workflows
ServiceNow

Abstract:
Customer needs have shifted dramatically this year, and CX leaders have their work cut out for them as organizations must pivot and adapt to the new normal. In our session, we’ll explore this new reality for CX and reveal simple steps you can take to make a big impact with less effort—from leaning into customer empathy to taking meaningful action in service of your customers.

Key Take-Aways:

• Content being confirmed.

Theme:
From Crisis to Opportunity: Reimagining the Customer Experience

Speaker:

Tommy Minta
Digital Solutions Lead, North America
Genesys

Abstract:
If there was ever a time when empathy was needed – locally and globally, individually and collectively, personally and in business – we are decidedly living in that time now. The experiences that your brand provides to customers has moved beyond being a competitive differentiator to becoming part of the lifeblood of your operation.

Key Take-Aways:

• The concept of providing experience as a service: true personalization at scale
• Best practices for enabling you to interact with empathy
• Guide to fostering customer trust and loyalty

Theme:
From Crisis to Opportunity: Reimagining the Customer Experience

Speaker:

Christine Rimer
Vice President, Customer Experience & Advocacy
SurveyMonkey

Abstract:
Customer needs have shifted dramatically this year, and CX leaders have their work cut out for them as organizations must pivot and adapt to the new normal. In our session, we’ll explore this new reality for CX and reveal simple steps you can take to make a big impact with less effort—from leaning into customer empathy to taking meaningful action in service of your customers.

Key Take-Aways:

• Content being confirmed.

A full day (spread over two half days) Council-only Mega Trends Workshop, for both members and associate members. We will bring the latest in forward-looking trends to fuel your growth pipeline, along with exercises to help develop a personal impact action plan. For members who have not yet designated associate members, we encourage you to bring one colleague.

A full day (spread over two half days) Council-only Mega Trends Workshop, for both members and associate members. We will bring the latest in forward-looking trends to fuel your growth pipeline, along with exercises to help develop a personal impact action plan. For members who have not yet designated associate members, we encourage you to bring one colleague.