Earlier this year, these exciting industry leaders spoke at great lengths about how analytics and AI are impacting the contact center in omni-channel deployments and more importantly, the customer experience and journey. Tune in as they expand their discussion on customer experience beyond the technology! From hot topics such as the importance of human connection to the agent experience, you will hear real, unscripted discussions and valuable take-aways on the state of the customer experience journey today.
You’ve heard it all when it comes to technology in the CX journey – from AI to data to analytics. However, many of us have lost sight of the most important piece – the human connection. This webinar will provide you with actionable insights and tactical ways you can develop and sustain the human connection in your CX journey.
|Cary Cusumano – Customer Experience Designer, Verizon
Cary is a seasoned Customer Experience (CX) and Design Thinking professional in Verizon Enterprise Solutions. As a CX Design Strategist, he works with Verizon’s largest enterprise clients to articulate, design, and implement their CX strategy and vision. He is a Certified Customer Experience Professional (CCXP) and a 2016 winner of the Customer Experience Professional Association’s (CXPA) CX Impact Award. He is also a certified Lean Six Sigma Black Belt and specializes in analysis of unstructured Voice of the Customer listening post data to promote empathy and drive customer-centered process improvements at key points of the customer journey.
|Fred Stacey – General Manager, Cloud Call Center Search a division of Outsource Consultants
Fred is a 25+ year veteran of the contact center industry. He started out as an agent on the phones and moved into leadership quickly, helping companies start new contact centers or recover failing centers. He then moved into the contact center technology space over 17 years ago and has held many executive level roles with contact center technology firms including co founding several startups. As General manager of Cloud Call Center Search he assists companies in identifying the right technologies for their contact center needs and is constantly evaluating products from Artificial intelligence to workforce optimization and everything in between.
|Mai Le – Engineering Director, Uber
Mai is a seasoned leader with proven experience in building systems and software at high-growth startups, Fortune 100 and Fortune 500 companies, and generating billions in revenue. Expertise in creating the organizational vision and strategy; growing, leading, and redesigning global teams; incepting and launching highly-scaled platforms and products with billions of global users. Mai currently leads Customer Obsession (customer care, engagement, support) engineering at Uber. Prior to Uber, Mai held senior leadership roles at Yahoo, Walmart, Microsoft and Symantec.
|Christa Heibel – CEO/Founder, CH Consulting Group
Christa has dominated the contact center industry for the past several years, known widely as an influencer and C-suite business growth and strategy expert. She has worked in the call center industry since 1992 serving in nearly every position from telemarketer to CEO. In the past two decades, she has been tirelessly developing a career known for her “back-to-the-basics” leadership, operational management, process development and training. Christa’s breadth of knowledge and experience includes contact center services, customer experience, integrated sales, business development, technology, infrastructure and automation. Christa has grown and guided numerous call center operations to success, resulting in leading struggling operations back to profitability or driving successful growth strategy initiatives for investment operations. She brings expertise into an area where her shareholders are experiencing loss or difficulty in developing and executing effective business development and organization strategies. She has launched over 15 successful new operations ranging in first year annual revenues of $3M – $25M and worked across multiple sectors including finance/ banking, insurance, e-commerce/retail and healthcare supporting clients from regional banks to national banks to international credit cards companies. Christa has been a key driver in design, development and deployment of several $30M – $100M annual corporate and political call center programs.