Choose a Conference Track:
Gain unique and insightful perspectives from executives who share their experiences and challenges with culture, multiple centers, ROI and operational efficiency.
Nonstop to Delight: How JetBlue is Putting Humanity Back into the Airline Industry
Tuesday | 11:30 AM – 12:30 PM
Frankie Littleford, Joseph Ansanelli, Brad Cleveland
In an increasingly crowded marketplace, customer service has emerged as one of the last frontiers for sustainable competitive advantage. But in the rush to be everything to everyone, the danger many companies face is in failing to meet the one, sustaining need of its customers: the need for human connection. JetBlue was founded on the mission to "bring humanity back to air travel." In this discussion, you'll hear how customer service has set the airline apart in the past, present and vision for the future, how companies are working to humanize every interaction through a combination of technology and people, and practical ways companies can center service on the customer, no matter the communication channel.
The Value of Creating a Culture of Engagement
Tuesday | 2:00 PM – 3:00 PM
Christopher Mulligan, Thomas Oronti
Organizations with engaged employees have positive impacts on performance-related business outcomes. Engagement isn't about "warm and fuzzies", but rather the tangible business results that happen when people are totally bought into your mission. This session promotes the business approach to increasing employee engagement and retention. You'll learn from Advensus on the steps to building a business case for engagement and how to effectively present it to your management team, including how to link business KPIs to engagement programs.
Work at Home and Blended Teams: Current State Best Practices and Next Generation
Tuesday | 3:15 PM – 4:15 PM
For contact centers, work at home has an extremely high adoption rate and a solid track record of delivering incremental returns. But business processes and technologies must change to ensure that engagement, collaboration and learning are easy, seamless, and effective. Fortune 1000 best practices for managing blended and dedicated work at home teams will be shared in this session, along with trends and strategic shifts we can expect with next generation work at home.
Maximizing the ROI of Customer Care
Tuesday | 4:30 PM – 5:30 PM
Most organizations treat customer care as a mere cost center - a necessary cost of doing business. But an increasing number of progressive companies have turned that paradigm upside down, and now manage customer care as a value center. The simple fact is this: for many organizations customer care represents an untapped opportunity to differentiate its products and services from the competition. In this session, Jeff Rumburg of MetricNet will present case studies and benchmarking data to support the business model of customer care as a value center. You'll learn what it takes to make the transformation from cost center to value center, how to measure the ROI of customer care, and how to create a sustainable competitive advantage based on customer care.
Drive Change in Your Organization with VOC
Wednesday | 1:30 PM – 2:30 PM
Mark Miller, Kimberly Delaney
Through the systematic use of voice of the customer data to drive change and competitive advantage, Guardian has continued to improve their customer's experience. In this session you will learn how Guardian uses VOC to identify priorities and get to root cause of issues, engage employees and execute successful change management efforts and influence non-customer-facing groups to operate with the customer's experience in mind.
Strategic Priorities Executive Roundtable
Wednesday | 2:45 PM – 3:45 PM
Josh Chapman, Beth Gauther-Jenkin, Jennifer Richard, Joan Scazzaro
The rapid velocity of change in today's contact center is forcing many executives to find a new approach to strategic planning. How does an organization best address their technical debt? In what ways must hiring and training evolve at the customer touch points? What's the best approach to creating a seamless experience? This panel will address these questions and many others as they explore new ideas and best practices for senior executives to best lead their organizations.
When and Why Should You Outsource - Advice from Executives
Wednesday | 4:00 PM – 5:00 PM
Sarah Stealey Reed, Anne Palmerine, Vickie Friece, Michelle Braden
Making the decision to outsource all or some of your contact center or back office operations will have a significant impact on your organization. Whether that is a positive or negative impact is based largely on the strategic plan and decision points used in making the decision to outsource. Do you know the nuances of how to best make this choice? If not, attend this session to hear varied perspectives on how to best identify whether or not outsourcing is the best next step for your organization.