Jane Carlos

Jane Carlos

CCXO Komunidad

Agenda Day 2

1:10 PM Case Study | Building Stronger Customer Relationships in a Hybrid World

Exploring how shifts in customer behaviour and frontline team models are reshaping expectations for connection, flexibility and trust across service interactions.

  • Understanding the new dynamics of trust, channel preferences and responsiveness in customer journeys
  • Balancing digital convenience with human touch in complex or high-stakes interactions
  • Equipping service teams with the right tools, autonomy and metrics to thrive in hybrid models 

1:40 PM Panel Discussion | Creating Career Pathways That Engage, Motivate and Retain Talent

  • Building clear, progressive development tracks to support long-term employee growth
  • Connecting individual performance to broader business goals and customer outcomes
  • Empowering leaders to coach and mentor teams beyond basic KPIs
  • Addressing attrition by aligning roles with personal goals, recognition and purpose 

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

Download The Latest Agenda

In Partnership With:

CCW Digital

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