CCW Nashville Presents:
Online Event
Modernizing Service Experiences With AI & Digital
Day 4: Thursday, September 14th
12:30 pm - 12:45 pm
Through The Lens Of CX: How Pair Eyewear’s Customer Care Helps Amplify The Patient Experience
Erin Stubbs -
Associate Director of Customer Experience,
Pair Eyewear
Following her speaker sessions at CCW Erin Stubbs, Associate Director of Customer Experience at Pair Eyewear, shares how attending and participating in Customer Contact Week events elevates her organization’s understanding of new CX tools and technology, as well as her insights from working in an industry where customer satisfaction merges with healthcare needs.
In this micro-session you’ll learn:
- How organizations can connect with vendors to address their unique CX needs
- Technology trends that are assisting organizations in improving their service
- Tips on how to navigate issues of personal care and safety with empathy
12:00 pm - 12:30 pm
Breaking Down the 2023 Leadership Playbook
Lynda Harvey -
Director, Customer Support and Account Management,
Kin Insurance
As the world shifts toward a permanent hybrid and remote future, it is time to reassess our leadership styles for the new age of work. In a more flexible environment, CX executives must lead with intention, build trust and engage their employees effectively.
Empowering agents with autonomy and trust will ensure that they feel not only more satisfied, but capable of delivering exceptional experiences. Further, nurturing an open line of communication will keep leaders in the loop and aware of their employees greatest pain points and successes.
Join Lynda Harvey as she breaks down the key strategies of a 2023 leadership playbook. By establishing trust and leading with intention, executives will better develop employees and build lasting relationships.
This session will cover:
- Strategies for intentional leadership
- Tips on developing personal leadership styles
- Insight on making space for female leaders in the contact center
