Day 2: Wednesday, February 10th

12:00 pm - 12:30 pm Ignore Your Customers (And They'll Go Away): How to Build the Ultimate Customer Service Experience in Modern Times

Micah Solomon - Author, High-Tech, High-Touch Customer Service, Customer Service Contributo,

Learn what it takes to create the ultimate customer experience and deliver world-class customer service to today's breed of customers, particularly when faced with the challenges of current times. In the session, Micah shares hands-on secrets as the world's #1 customer service turnaround expert (per Inc Magazine) and let him show you how to apply these secrets to transforming your own organization's performance with customers. With insights from leading brands like Zappos, Nordstrom, Ritz-Carlton, and USAA, as well as upstarts like MOD Pizza and Drybar, you'll soon be creating customer experiences so positive that they'll directly and sustainably boost your company’s bottom line.


Micah Solomon

Author, High-Tech, High-Touch Customer Service, Customer Service Contributo

As we reflect on the transformative 2020, we know we cannot allow our customer experience challenges to linger. We cannot repeat the same mistakes. 

We cannot, however, fixate on the rear view. A reactive mindset, in fact, is the main reason so many companies struggled to scale operations and adapt to new customer demands this past year. Our focus, instead, belongs on the future. How will customer behaviors change in 2021 and beyond? What steps can make our CX companies more capable of adapting, scaling, and retooling operations in the face of more unexpected shifts?

This executive roundtable will help you future-proof your customer experience operations. Topics include:

- The most important CX objectives for 2021

- Tips for incrementally transforming your CX

- "Best practices" and solutions that are actually weakening experiences

- Playbook for rallying your entire organization around CX transformation

- Case studies of companies who are improving efficiency and dazzling customers


Spencer Wiedeman

Head of Go to Market


Manish Rai

Head of Product Marketing


Brian Cantor

Principal Analyst, CCW Digital Director
CCW Digital