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Contact Center Expo & Conference brings in some of the most dynamic and inspiring personalities to kick-start the conference mornings. Join your peers on Tuesday and Wednesday mornings for entertaining, energetic presentations that related to your day-to-day life and inspire you to success.

Lessons from a Mouse: Delivering World-Class Customer Service

Tuesday | 8:15 AM – 10:00 AM
Dennis Snow

Customers have more choices than ever, with the result that most products and services are increasingly seen as commodities. So, in today’s market, what can an organization do to stand out from the crowd? Differentiating your service is the key to attracting and retaining customers – while driving bottom line results. More than ever customers are focused on value - what you can do that other organizations cannot or will not do. Customers want to know that you are focused on earning their ongoing loyalty.  Based on his 20-years with the Walt Disney World Company along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for creating a service-driven culture. This program will provide you with strategic tools that can be used to raise the bar of service throughout your organization, resulting in “walk-through-fire” customer loyalty. 

Dennis Snow

, Longtime Disney Executive and Global Expert on Customer Service

Dennis Snow has a passion for service excellence and has consulted with organizations around the world on the subject. Dennis’ customer service abilities were born and developed over 20 years with The Walt Disney World® Company. In his last year with Walt Disney World, Dennis' leadership performance was ranked in the top 3% of the company's leadership team. Dennis, now a full-time speaker, trainer, and consultant is dedicated to helping organizations achieve their goals in the areas of customer service, employee development, and leadership. He is the author of the book, “Lessons from the Mouse: A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life.” Please welcome Dennis Snow.

The Art of Vision

Wednesday | 8:15 AM – 10:00 AM
Erik Wahl

As the landscape for business continues to change, leaders need to foster a steady stream of disruptive strategies and unexpected solutions to stay ahead of the game. This requires solutions that revive stagnant markets or completely reinvent the competitive dynamics of an industry. Disruptive thinking is about fostering a culture of innovation leadership that provides the framework and motivation to generate those strategies and execute those solutions. It is an essential skill for any business leader, from a small start-up to a global corporation, with the desire to transform organizational processes and behaviors, and ask, “Why hadn’t we ever thought about our business and culture this way before?” To thrive in this new era, organizations and institutions, executives and entrepreneurs need to rethink the habits that have made them successful in the past, and challenge the conventional wisdom and industry models that have defined their world. In this inspiring presentation, Erik Wahl will show you how to create emotional connections to drive future discretionary effort, and create a culture of commitment that will drive your organization to success.

Erik Wahl

, Graffiti artist, #1 best selling author and entrepreneur

Erik Wahl is an internationally recognized graffiti artist, # 1 best selling author and entrepreneur. Erik redefines the term “keynote speaker.” Pulling from his history as both a businessman and an artist, he has grown to become one of the most soughtafter
corporate speakers available today.

Erik’s on-stage painting seamlessly becomes a visual metaphor to the core of his message, encouraging organizations toward profitability through innovations and superior levels of performance. His list of clients includes AT&T, Disney, London School of Business, Microsoft, FedEx, Exxon Mobil, Ernst & Young, and XPrize; Erik has even been featured as a TED presenter. The responses received have been nothing short of incredible, with standing ovations to prove it. Erik’s bestselling business book UNTHINK was hailed by Forbes Magazine as THE blueprint to actionable creativity and by Fast Company Magazine as Provocative with a Purpose. Erik’s understanding of vision was originally born in the school of disappointment. After a eight-year career as a partner in a corporate firm, he became frustrated by the lack of innovative thought and corresponding profits he saw in business. So he set out to challenge companies to change their way of thinking, while simultaneously pursuing his own individual passions. He rediscovered his love for art, and now plays in the business world by workingthrough his art.

In the past 10 years, he has shared his incredible message with the largest and most influential companies in the world, leaving behind his prized artwork as a reminder of his passion for breakthrough thinking. He’s the Warhol of Wall Street, the Renoir of ROI, the Picasso of Productivity, the Jobs of… well, having a Job.

He is Erik Wahl: graffiti artist, author, entrepreneur and philanthropist.

"Quality was a great take away and social networking too. I have come back with a lot of new quality documentation procedures that I want to start in my center."

Cynthia Brittain, Customer Contact Center Manager, Virginia Workers' Compensation Commission

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