This powerful keynote will address the barriers between contact centers and C suite level leaders. What are they? Why are they there? How can they be overcome? Join Lu Battaglieri as he takes you through his personal journey of how becoming the senior leader of the call center changed his outlook on the voice of the customer. Discover the challenges and obstacles he had as a new leader, and the actions taken to address them at the C suite level. He will talk candidly about gaining buy-in at the top, how customer focus became a main strategy for Delta Dental of Michigan, and the steps that led to a cultural evolution. Discover how one C level leader became the “first follower” of the call center – and the extraordinary impact that it had across the organization
Delta Dental of Michigan, Ohio and Indiana, Senior Vice President, Chief Public Affairs Officer and Chief of Operations
Mr. Battaglieri serves as senior vice president, chief public affairs officer and chief of operations for Delta Dental of Michigan, Ohio, and Indiana and RHSC. Prior to assuming this post in 2012, he served in various positions, including president, chief executive officer, chief operating officer and executive director of the 150,000-member Michigan Education Association (MEA), the nation’s fourth largest education association, for 13 years. His responsibilities included; member advocacy and representation; management of over 700 employees; and, oversight of subsidiary companies including MESSA, a health care provider, and MEAFS, a financial services company. Mr. Battaglieri is an alumnus of Michigan State University with undergraduate and graduate degrees.
Delta Dental of Michigan, Ohio and Indiana, and its affiliates in Arkansas, Kentucky, New Mexico, North Carolina and Tennessee collectively are among the largest dental plan administrators in the nation. In 2013, the enterprise paid out nearly $3 billion for dental care to 12.1 million enrollees. Offices are located in Okemos and Farmington Hills, Mich.; Columbus, Cleveland and Cincinnati, Ohio; Indianapolis, Ind.; Sherwood and Little Rock, Ark.; Louisville, Ky.; Albuquerque, N.M.; Raleigh and Charlotte, N.C.; and Nashville, Knoxville and Memphis, Tenn.