June 22 - 26, 2020 | Caesars Forum

Matt Cecil

Director, Digital Marketing Verizon

Matt is an award-winning operations leader that has a track record of delivering breakthrough results in every assignment. Matt attributes his success to his passion for servant leadership and an unwavering commitment to employee engagement and professional development. He has held multiple leadership positions with Verizon over the last 14 years, each with increasing scope and responsibility. In his current role, Matt is the head of sales operations and strategy for outsourced contact centers (call and chat) for Verizon's Consumer Markets. His teams generate over $200M in top-line revenue and handle over 8 million customer contacts annually.

Matt is also the president of the Emmy Lane Foundation which is a non-profit 501c(3) organization that he founded in memory of his late daughter. He also holds an MBA from Liberty University.

Why Matt?

Verizon delivers unprecedented customer service experiences through all of its product lines.  Matt will be sharing how he and Etech Global Solutions have collaborated specifically on leveraging customer insights for more strategically effective training and coaching practices.

Day Two - Pre-Conference Day: Tuesday, June 25, 2019

Tuesday, June 25th, 2019

8:15 AM Professor Customer: Utilize Customer Insights To Define Strategies That Improve Training and Coaching Effectiveness

Customer Experience is one of the most talked about opportunities today, and the reason is simple - organizations that focus on customer experience see happier customers, reduced churn, and increased revenue - leading to higher profits. Most organizations don't even realize that their customers feel it requires "high-effort" to do business with them. Learn how leveraging your customer experience insights can dramatically impact your organization's Training and Coaching Effectiveness to see almost immediate results. 

Check out the incredible speaker line-up to see who will be joining Matt.

Download The Latest Agenda