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January 28 - 31, 2020 | JW Marriott, Nashville

Chris Vetrano

Head of Customer Experience, LBS Lyft

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

Tuesday, January 28th, 2020

9:00 AM 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.

Day Three - Main Conference & Expo: Thursday, January 30th, 2020

Wednesday, January 29th, 2020

2:10 PM How to Manage End-to-End Customer Experience with Social Media and Technology in Real Time

+ Importance of social channels and how it provides engagement with customers through their preferred channel(s)
+ Find real time solutions for customers with an omnichannel strategy
+ Why chatbots don’t necessarily work in favor of CX

2:10 PM Your Turn: The Uncomfortable but Important Truth about Self-Advocacy

+ Use your persuasive power to invest in yourself and your future
+ Embrace self-advocacy discomfort caused by gender stereotypes
+ Be prepared and be specific when it comes to negotiations

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

Download The Latest Agenda