Dr. Tiffany Cotterman PhD
Vice President of Customer Experience Clear Harbor
Dr. Tiffany Cotterman is a recognized leader in Learning & Development and Customer Experience strategy. As Vice President of Customer Experience at Clear Harbor, she leads the creation of brand-enhancing learning ecosystems built on adult learning principles, behavioral science, and cognitive science.
Tiffany developed Clear Harbor’s Clear Expertise and Responsibility Strategy and the C.L.E.A.R. Recognition Program, which turn agents into brand guardians through structured, science-backed development. She brings forward her own doctoral research on maximizing learning and performance for adult learners in dynamic corporate environments — research that was nominated for Best Research in the Field.
By utilizing the latest advancements in learning science, Tiffany helps organizations deliver effortless, emotionally intelligent customer experiences that protect and elevate brand equity.
Day 1 | Wednesday, September 24
5:30 PM Think Tank B | Brand-Enhancing L&D: Elevating Customer Experience through Clear Expertise
In today’s experience-driven economy, customer service teams are not just resolving issues — they’re reinforcing (or damaging) your brand with every interaction. But how do you build a frontline team that lives and breathes your brand promise?
In this engaging Think Tank, Dr. Tiffany Cotterman, Vice President of Customer Experience at Clear Harbor, will explore how strategic, science-based Learning & Development can transform customer service into a brand-enhancing differentiator.
Through Clear Harbor’s proprietary Clear Expertise and Clear Responsibility framework — supported by the C.L.E.A.R. Recognition Program — Tiffany will demonstrate how L&D can drive performance, accountability, and emotionally intelligent service at scale.
Key takeaways include:
- How to design learning that manages cognitive load and improves agent retention
- Aligning agent development with your brand’s unique identity and voice
- Using “just-in-time” microlearning and recognition to support continuous performance
- Leveraging adult learning theory to build intrinsic motivation and skill mastery
- How mission-driven development builds a more loyal, capable, and brand-protective workforce
Check out the incredible speaker line-up to see who will be joining Tiffany.
Download The Latest Agenda
