Enjoy breakfast while learning about customer experience strategies that work!
Tuesday, May 14 | 7:15AM - 8:15AM
Getting CFO Buy-in for KPIs Your Customers Deserve
Hear Valvoline’s real-world success story of implementing a unique omnichannel strategy blending physical retail stores with contact center expertise driving significantly improved performance and contact center growth. Learn how customer experience drove innovative business models and hear Shawn’s 6 step framework for getting started on your own customer experience improvement project. And, as Valvoline leaders learned, success breeds success, hear how this business transformation has turned their contact center into a profitable business unit!
Sponsored by:
Speaker: 
Shawn Castle, Director of Customer Support, Valvoline
Shawn has over 18 years of call center leadership experience. Shawn’s experience includes supporting internal and external customers in the retail and consumer packaged goods arena. Shawn is currently the Director of Customer Support for Valvoline Inc., in Lexington, Kentucky. In this role, he is responsible leading the overall operations of a multifunctional group. These groups include supporting internal and external customers with customer service, technical support and inside sales.
Wednesday, May 15 | 7:15AM - 8:15AM
Deliver World-Class Customer Service Through Service Employee Empowerment
Now more than ever, customer service faces an immense demand for skilled managers and agents who can build lasting customer relationships while embracing the latest technology. Building an engaged and qualified workforce is nothing new, but it’s quickly becoming a clear focus. According to the 2019
Salesforce State of Service Report, the top priority for customer service leaders over the next two years is to improve workforce skills and to leverage leading technologies such as AI. Join us to discover strategies that will help you attract, build and retain a world-class customer service organization.
Key Takeaways:
- Examples of resources and opportunities to connect gaps across contact center workforce training
- Success factors for empowering and motivating teams to drive employee success and customer loyalty
- Fresh perspectives around how to connect top performers with clear career pathways to drive individual and company wide success
- Address industry trends such as AI and digital offerings and discuss how service leaders are adopting new strategies and career paths
Sponsored by:
Speaker: 
Allison Johnson Bryan, Director of Product Marketing, Salesforce
Allison Johnson Bryan is Director, Product Marketing at Salesforce. With over a decade of experience in the high tech industry, Allison's expertise is on customer experience, new ways to empower agents and industry trends and insights. Her team manages the Service Cloud community and launched the Trailblazer for the Future workshops.
Having worked at innovative companies such as Cisco, Deloitte Digital and Salesforce, Allison has witnessed how leading companies have evolved, including the adoption of digital channels, the changing role of the agent, and the benefits of embracing your mobile workforce.
Having recently published the State of Service, Allison explores what it means to deliver a connected customer experience, including the benefits and challenges that modern organizations face. In an effort to build trailblazers, Allison enjoys receiving feedback and insights from those in the industry and is excited to see what comes next!