Lynelle McKay, Chief Customer Officer at Girl Scouts of USA

Lynelle McKay

Chief Customer Officer
Girl Scouts of USA

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

Download The Latest Agenda

Day Three: Main Conference And Expo: Wednesday, September 18, 2019

Wednesday, September 18th, 2019

8:20 AM Serve with Purpose: What Customer Care Looks Like for the Girl Scouts of the USA

There are over 2 million members of the Girl Scouts of the USA, and Lynelle serves every single member. Lynelle’s understanding of her stakeholders has never been more crucial in the experience age. To understand each and every member, she relies heavily on data to make the necessary changes to the member experience.  In order to capture all the data for a seamless experience, she’s implemented various systems and toolsets for each member.
+ Lead and scale sustainable growth strategies for a rapidly growing membership base through Design Thinking and Service Design
+ Capture representation of a huge customer base and recognize shifts in trends
+ Look beyond the analytics by iterating and designing digital and physical experiences for continuous improvement
+ Source the right technology to engage all stakeholders and provide effortless accessibility to tools and resources