Building Your Digital Contact Center Strategy in the Age of the Customer

Justin Robbins is a customer service expert, professional speaker, and business consultant that helps organizations maximize the strategic value of their customer experience initiatives. Over the course of his career, he’s coached and consulted with thousands of individuals around the globe on contact center and customer experience best practices.

Today, Justin works with organizations to improve the impact of their performance management programs, drive more meaningful outcomes from their data, and align their customer service teams from the executive office to the front line. He is a frequent author of industry research, articles, and best practice content, and featured expert for media outlets including the New York Times, NBC Nightly News with Lester Holt, and Fox News. Learn more at www.jmrobbinsassociates.com

Wil Patterson is currently the member contacts manager at the Society for Human Resource Management, where he is responsible for managing the day-to-day operations of the email support, outbound phone, and inbound phone teams. He has more than 20 years of hands-on experience leading, managing, and operating contact centers in various industries.

Nicole Sult is the Director of Customer Service at Lippert Components.  Nicole is focused on defining the strategic vision for Customer Service and Field Service organization and executing specifically around business process, customer sentiment, quality and software.  Salesforce named Nicole and the Lippert Components team as Trailblazers in the Growth category for 2017.  Nicole leads several teams using flagstone principles such as innovation and empowerment to deliver a customer service experience that is satisfying for both the customer and the agent.  Connect with Nicole on LinkedIn.