Jeremy Stroud

As customer expectations grow and talent models shift, organizations are rethinking how they deliver support to scale. In this peer-driven conversation, Jeremy Stroud, Vice President of Patient Services & IT Delivery, will kick things off with insights from Heartland Dental’s recent BPO expansion and explore unexpected outcomes around CX quality, team performance, and global agent engagement.

We’ll explore:

• Balancing in-house and outsourced teams for long-term impact.
• The role of global talent in delivering consistent, branded experiences.
• What to look for in and how to maximize a BPO partnership.
• Outcomes - both expected and unexpected - and lessons learned so far.

Walk away with new perspectives, peer insights, and practical strategies to evolve your own service model.