Libba Sapitsky is the Head of Customer Care at CVS/Caremark. She has spent her entire career focused on combining people with technology to drive improvements to deliver superior customer experience. 

In this speaker spotlight, Libba provides us with insight on how high-growth companies that embrace the workforce realities of the new economy while keeping customers and employees in front of the mind can succeed. 

If you would like a copy of the interview sent directly to you, email us here.

At the end of the day, no executive can afford to ignore marketplace shifts. No executive can wait to capitalize on emerging opportunities. Through CCW Digital’s executive research and in-depth conversations with contact center leaders from numerous organizations, we have compiled a list of the biggest priorities for the community. Read about 5 challenges customer contact executives are facing right now. 

As a customer contact executive, your attentiveness comes with particularly high stakes. Your success (or failure) to adapt directly impacts what your customers experience when interacting with your brand. In turn, it directly impacts the health of your business. Your company “feels” every change you make or fail to make. 

Through CCW Digital’s executive research and in-depth conversations with contact center leaders from numerous organizations, we have compiled a list of the biggest priorities for the community. To help you take action, we’ve included a checklist of the most pivotal questions to ask and factors to consider. Join us at the CCW Executive Exchange to address any gaps. 

Julio Badin, SVP of CX at Dallas Fort Worth International Airport, discusses how his team of CX experts monitors passenger flows night and day to anticipate customer needs, from providing food and blankets when a flight is delayed to ensuring passengers have all the information they need to find their way through the airport. 

If you would like a copy of the interview sent directly to you, email us here.

The very technology that was supposed to improve customer and agent experiences is often the direct cause of operational challenges. Unwilling to make the same mistake twice, today’s leading executives do not shop for technological options. They shop for solutions to real-world challenges. They seek answers to long-lingering questions and pathways to highly coveted CX improvements Here are some examples of how popular technologies can fit into this new type of conversation.

Across our portfolio of events and digital content, CCW spent 2019 providing an ample number of “whys.” We chronicled the most pressing trends, the most important new objectives and explored the most crippling challenges. With the goal of helping you calibrate your strategy for 2020 and beyond, we’ve recapped some of our top findings below.

CCW talked with Cary Weltken, Vice President of Business Development at One Contact Center.  View the interview now!