August 16 - 18, 2020 | Chicago, IL

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The Way of Work – Creating an Omni Driven Customer Organization

The Way of Work – Creating an Omni Driven Customer Organization

Montresa McMillan, SVP & Head of Omni Strategy, TD Bank

BENCHMARKING SESSION: The Way of Work—Creating an Omni Driven CX Organization

In order to drive innovation, efficiency, and effectiveness across your omni channel strategy, you must start at the beginning with the executive buy-in, a defined vision, and mobilizing your middle management. Heading up the Omni Strategy across TD North America, Montresa established the organizational awareness of what omni means to TD Bank, creating strategy for keeping your customers at the center and enabling platforms to support the vision. In her session at CCW Executive Exchange Miami Beach, she addressed:

·· Getting the business in line with the Omni Vision

·· Establishing cross functional collaboration as best practice

·· Platform integration to enable multi channel visibility


Take a look at her presentation.


CX & EX: Aligning Business Objectives with Agent Performance

CX & EX: Aligning Business Objectives with Agent Performance

PROJECT ANALYSIS: CX + EX: Aligning Business Objectives with Agent Performance
Brett Frazer, Head of Customer Service, SunBasket & Kevin Peterson, Head of People Operations, SunBasket

Truly excellent customer service requires alignment of the employee experience to deliver exceptional results. However, organizations can get stuck in the trap of playing “Whack-a-Metric” with performance measures. Tying in the expertise from both the Human Resources and Customer Experience teams, Kevin and Brett will address their partnership in creating an incentive program that aligns excellent customer service, leadership development, and agent satisfaction to business objectives. At CCW Executive Exchange Miami, they addressed:

·· Effective collaboration between People and Customer teams
·· Balancing efficiency with conversion and satisfaction metrics
·· Designing incentives that motivate customer centric behaviors
·· Employing agent feedback tools to develop leadership teams

Improving Customer Experience with Artificial Intelligence

Improving Customer Experience with Artificial Intelligence

Improving Customer Experience with Artificial Intelligence
Bernard Slowey, Head of Worldwide Digital Customer Support, Microsoft

We all appreciate quick services that will help us save time. This use case from Microsoft will uncover how you can easily integrate AI into your customer service and support experience to help your customers and your agents. At CCW Executive Exchange Miami, Bernard addressed the following:

·From self service technologies to artificial intelligence and automation
· How digital continues to change the game in customer service
·A look into the future of support experience

Take a look at his presentation.