Day One - Site Tour Experience Day: Tuesday, January 28th, 2020

Site Tour Experience

(25 cap) - AT CAPACITY

8:15 am - 8:30 am YELLOW: Check-In: Lyft, Vanderbilt University Medical Center, NES, Johnston & Muprhy

8:30 am - 9:00 am YELLOW: Depart for Lyft


At Lyft, community is who we are, it’s what we do, and it’s what makes us different. To create the best ride for all, we start in our own community, by creating an open, inclusive and diverse organization where all team members belong. Founded in 2012, and now serving over 30 million riders and 2 million drivers, Lyft is singularly focused on improving people’s lives with the world’s best transportation and committed to building reliable, affordable and sustainable transportation for all. Lyft’s center of customer excellence, located in the heart of Nashville, is focused on delivering world class experiences for all our users while proactively working to improve user experience within our product. In this session, you’ll have a chance to tour our facility, learn about our organizational principles and proactive support initiatives, and engage with our Customer Experience team.
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Chris Vetrano

Head of Customer Experience, LBS
Lyft

10:00 am - 10:30 am YELLOW: Transportation Time

10:00 am - 10:30 am BLUE: Check-In: Warby Parker, NES, Johnston & Murphy

10:30 am - 11:00 am Depart for Warby Parker

Warby Parker was founded in 2010 with a rebellious spirit and a lofty objective: to offer designer eyewear at a revolutionary price, while leading the way for socially conscious businesses. By circumventing traditional channels, designing glasses in-house, and engaging with customers directly, we’re able to provide higher-quality, better-looking prescription eyewear at a fraction of the going price. We believe that buying glasses should be easy and fun. We also believe that everyone has the right to see. Warby Parker partners with non-profits like VisionSpring to ensure that for every pair of glasses sold, a pair is distributed to someone in need. Good eyewear, good outcome. In 2014, we identified Nashville as the future for our center of Customer Experience. Today, our team is comprised of 400+ incredibly talented individuals who consistently deliver nothing short of remarkable customer experiences. In this session, you'll have the opportunity to visit our office, see our training environment, meet members from our team, and learn a little bit about the Warby Parker Magic.
 
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Lauren Forrest

General Manager, Customer Experience
Warby Parker

Vanderbilt University Medical Center is a comprehensive health care facility dedicated to patient care, research, and biomedical education. A significant portion of the organization’s ambulatory visits are scheduled by an offsite contact center known as Care Connections. With over 4 million annual calls, this 300 person team is responsible for connecting patient to care within primary, specialty, and procedural services across the organization. Care Connections is part of the Patient Access Services department. The vision of Patient Access Services is to provide patientcentered, barrier-free access to care.
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Aaron Hart

Sr Manager Operations and Analytics
Vanderbilt University Medical Center

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Michael Jackson

Operations Manager
Vanderbilt University Medical Center

12:00 pm - 12:30 pm BLUE: Transportation Time

12:30 pm - 1:00 pm YELLOW: Transportation Time

Nashville Electric Service is one of the 12 largest public electric utilities in the nation, distributing energy to more than 400,000 customers in Middle Tennessee.
Since 1939, we have been committed to providing safe and reliable power in a financially responsible way. NES is among only four percent of all public utilities in the country to receive the Reliable Public Power Providers Diamond Award, the industry’s highest honor for offering safe and reliable electricity to customers.

Lunch is provided at 1:00 PM
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Lemon Poindexter

Customer Relations Manager
Nashville Electric Power

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Angela King

Customer Relations Supervisor
Nashville Electric Power

3:00 pm - 3:30 pm YELLOW & BLUE: Transportation Time

Founded in 1850, Johnston & Murphy is a timeless American Icon. World-class service is the defining element of the shopping experience, with a commitment to understand the needs of our consumers and continually exceed their expectations in both product and service. The 20 seat Nashville contact center supports both retail and direct channels.
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Leigh Roach

Customer Service Manager
Johnston & Murphy

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Taylor Hill

Senior Team Lead, QA/Training
Johnston & Murphy

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Jason Dasal

VP of Marketing
Johnston & Murphy

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Brett Guenther

Team Lead, Customer Experience
Johnston & Murphy

4:30 pm - 4:30 pm YELLOW & BLUE: Site Tour Day Concludes. Return to Hotel.