For the second edition of the Virtual CX Excellence Summit North America 2 we have prepared a line-up of global CX corporate experts covering cutting-edge case studies to bring you the best practical advice on Customer Centricity & Digital Enablement, CX Measurement, Employee Experience, Ai & Machine Learning, Reinventing CX and the future of Customer Experience.
Register Before June 14th to catch the early bird price!
Join us for a day of learning & networking with CX Corporate Experts who have been there & done that, and will share their first-hand experience of handling CX in the new normal!
What you Will Learn At The Virtual CX Summit:
10.00INCREASING THE STRATEGIC RELEVANCE OF CUSTOMER SERVICE AT THE WORLD’S OLDEST PUBLISHER
RICHARD MURRAY, Global Customer Service Director, CAMBRIDGE UNIVERSITY PRESS
10.40THE POWER OF EMOTION: CREATING AN EMOTIONALLY INTELLIGENT CX MEASUREMENT FRAMEWORK
MADELEINE LINDEN, Senior Manager, CX Insight, VIRGIN MONEY UK PLC
11.20THE USE OF AI & MACHINE LEARNING TO ENHANCE THE CUSTOMER EXPERIENCE
DARREN DIPROSE, Head of Digital Channels & Ai Solutions, BRITISH GAS
12.00LUNCH BREAK
12.30CUSTOMER CENTRICITY & DIGITAL ENABLEMENT DELIVERING GROWTH AND POWER PARTNERSHIPS
MARKETA GIBSON, Vice President, Global Customer Supply Chain, NESTLE
13.10TBA
MEGAN MERRICK, Associate Director, Innovation and Brand Experience, FRESHLY
13.50COFFEE BREAK
14.10SCALING A CLIENT EXPERIENCE AND KEEPING THINGS PERSONAL
JASON GORDO, Head of Strategic Partnerships and Client Experience, GOLDMAN SACHS PERSONAL FINANCIAL MANAGEMENT
14.50EXCEPTIONAL CUSTOMER EXPERIENCE ALWAYS BEGINS WITH AN EXCEPTIONAL EMPLOYEE EXPERIENCE - HOW TO ENGAGE YOUR TEAMS FIRST
CAMELIA D. HAYMAN, Director of Customer Service Excellence, MEDELA CANADA INC.
15.30PANEL DISCUSSION: THE FUTURE OF CX
ALEX GENOV, Head of Customer Research, ZAPPOS.COM
YOURI HOLLIER, Director, Digital and Social Media, TIM HORTONS CANADA
SARAH METCALFE, CHO, HAPPY COFFEE CONSULTING
16.00End of Virtual CX Excellence Summit 2
This program can also be delivered as a tailored in-house training for your organization. We adapt the content to your industry, objectives, and level of maturity, focusing on real challenges your teams face and the decisions they need to make. In-house formats allow your people to align on a shared approach, work through relevant scenarios, and build skills they can apply immediately.
If you’re exploring an in-house option, tell us a bit about your team, priorities, and timing, and we’ll recommend the right format.
Contact us about in-house training
