Expert Interviews

Shep Hyken: Keynote Feature

Shep Hyken: Keynote Feature

Customer Contact Week is excited to celebrate its 20th anniversary in Las Vegas this June. As part of the celebration, we are bringing industry’s leading influencers to headline the main conference. First and foremost, we are excited to welcome Shep Hyken, 35-year veteran in customer contact, back to our main stage.

Shep closed CCW Vegas in 2018, and we are excited to have him back to the main stage in 2019. Shep recently released a new book, The Convenience Revolution, and his keynote will deliver some of the key takeaways from his findings on convenience alongside takeaways you can apply to your customer experience as soon as you return to the office.

CCW Digital Principal Analyst, Brian Cantor, spoke with Shep about the Convenience Revolution and the importance of amazing customer experience to your bottom line.

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Lance Gruner - Keynote Feature

Lance Gruner - Keynote Feature

We are excited to feature Mastercard’s EVP of Global Customer Care, Lance Gruner, on our main stage at CCW Vegas! Mastercard created Lance’s role because of their recognizing the importance of customer experience to maintain competitive advantage in an increasingly commoditized industry.

CCW principal analyst, Michael DeJager, spoke with Lance about his role at Mastercard and how he has elevated the role of customer care across the organization.


If would like a copy of the interview sent directly to you, please email us at info@customermanagmentpractice.com.


  

Expert Insights: Henry Kim

Expert Insights: Henry Kim

Henry Kim is the Senior Director, Digital Audience Strategy at Caesars Entertainment. Proficient in promotional marketing, data mining and competitive analysis, Henry is able to leverage his marketing and mathematics background to provide a consistent, excellent experience for all Caesars customers across all steps of their customer journey.

In this speaker spotlight edition, learn how Henry and his team are leveraging personalization to create a positive relationship between customers and the Caesars Entertainment brand and what will drive the future of personalization.

If would like a copy of the interview sent directly to you, please email us at info@customermanagmentpractice.com.


  

Expert Insights: Reality Canty

Expert Insights: Reality Canty

Reality Canty is an Experience Researcher who creates insights through rigor and intuition to design trustworthy hospitality experiences for guests and hosts at Airbnb. 

Reality began his career as an applied scientist with a doctorate in Cognitive Psychology. He designed learning experiences and environments to promote mathematical and scientific reasoning in children and adults. However, he began his transition from scientist to design researcher with the co-founding of his first tech startup and then fully identified as a design researcher during his time at AT&T’s newly formed Design Technology group. 

In this speaker spotlight feature, Reality divulges his work in advocating for human experiences through design thinking and why experience research is crucial in creating a seamless and effortless customer experience in the experience-driven economy. 

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

  

Expert Insights: Kirsty Traill

Expert Insights: Kirsty Traill

Kirsty Traill is the VP of Customer at Hootsuite. She is a creative, solutions-based thinker, who focuses on delivering the best customer experience whilst optimizing business operations. 

At Hootsuite, she is responsible for Voice of the Customer, taking a data driven approach to ensuring Hootsuite customer’s perspectives and needs are understood and surpassed across the customer journey, utilizing customer insight to drive strategic initiatives and deliver a superior customer experience.  

In this speaker spotlight feature, Kirsty provides us with insight on how social listening ties in to creating an exceptional experience for users and the biggest challenges organizations come across when it comes to customer contact and customer experience.

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Expert Insights: Troy Stevenson

Expert Insights: Troy Stevenson

Troy Stevenson joined Uber in 2016 and he is the VP & Global Head of Community Operations at Uber. Previously, Troy led functions related to customer experience, support, insights and strategy at eBay and Charles Schwab. He began his career with the Boston Consulting Group, where he spent six years in BCG’s Chicago and New Zealand offices. He holds an MBA from the Wharton School and a BA from Northwestern University.

In this speaker spotlight feature, Troy shares his responsibilities at Uber, sheds light on the importance of understanding their customers and explains the why behind their massive global transition to become a customer-centric organization rather than a transactional-focused organization.


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CCW Digital Spotlight Series:Meghan Borsic

CCW Digital Spotlight Series:Meghan Borsic

How do you become the largest E-Commerce company in the entire world? User experience design. It goes way beyond web design and user interfaces. It's about gathering data on what customers want and designing features to meet those needs.

Amazon created the benchmark in ecommerce for two day shipping, and is now experimenting with automated drone deliveries in the U.K. When you buy an Amazon Fire device, it already knows who you are with all your content readily available. And with Prime Now, Amazon offers two hour delivery for over 250 thousand items, which just raises the stakes even further. It's this culture of experimentation and innovation that allowed Amazon to evolve from an online bookseller competing with Barnes and Noble into the empire that it is today.

In this CCW Digital speaker spotlight series, we had Kindra Cooper, Digital Writer and Editor for CCW Digital, ask Meghan Borsic the Head of UX Design for Consumer Electronics at Amazon to discuss what customers want and how to design features to meet those needs.


If you would like a copy the interview sent directly to you, email us at info@customermanagementpractice.com


  

#CCWomenStrong Feature: Ali Lichetenstein

#CCWomenStrong Feature: Ali Lichetenstein

In honor of Women's History Month in March, Customer Contact Week launched a two-part #CCWomenStrong campaign. For Part 1, we featured some of the best female leaders in the customer contact industry and asked them to share their stories and words of wisdom. In this feature, we interviewed Ali Lichetenstein, Director of Customer Experience Design at Dow Jones. Ali shares her #CCWomenStrong story and how Dow Jones went through a customer transformation.


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