Past Speaker Presentations

The Hassle-Free Experience — Paving the Path for Positive Customer Journeys

The Hassle-Free Experience — Paving the Path for Positive Customer Journeys

At CCW Austin 2018, Adam Toporek, Customer Service Expert, Speaker and Author, CCW Influencer, presented on how to create a hassle-free experience. In this presentation, he shares: 

  • How to look for hassles in the customer journey
  • What customers value and the link between hassle and emotion


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10 Ways to Journey Map Like a Museum

10 Ways to Journey Map Like a Museum

Eric Bruce of the Minneapolis Institute of Art shares his mapping journey, starting with some best practices for his industry and leveraging available data to jumpstart the process. Learn from successes, pitfalls, and building customer personas based on journey trends.


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Blueprint for a Cutting Edge Supervisor Boot Camp

Blueprint for a Cutting Edge Supervisor Boot Camp

Chris Zenner, Director, Contact Center Operations at Pacific Gas and Electric Company shares his blueprint for creating a cutting edge supervisor bootcamp. In this presentation, he discusses:

  • How to workforce manage to empower supervisors for success
  • Key tools and resources to include in a boot camp model
  • How to develop critical management skills for supervisors


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How to Build an Enterprise CX Steering Committee

How to Build an Enterprise CX Steering Committee

In this presentation, Scott Wilson, Customer Experience Principal at FedEx shares:

  • The value of cross-functional CX leadership,particularly in large enterprises
  • How a steering committee can guide localized market CX teams
  • CX as a tool to combat silo-ing

   

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