The face of marketing is rapidly changing. And content first marketing has been called one of the most effective strategies for connecting with the next generation. That means putting the customer first. How? Read on for a beginner’s guide to putting the customers at the center of all of your marketing efforts.Read More
This year, I had the honor of being one of the first social media influencers invited to attend and cover the Customer Contact Week (CCW) experience and it was definitely one of the more diverse and intriguing events of the season. This event in particular debuted some first of their kind AI/CX platforms like Edify labs new all inclusive suite. Wow sums the event up in a single word. For those of you who want more deetz, then here are ten of the best reasons to attend next year!Read More
Wel covered all of the essential things to keep in mind when introducing or contributing to business transformation. We spoke about the way The Integer Group approaches Customer Experience (CX) in terms of Reputation, Reach, Retail, and Relationship. We built an intellectual bridge to Service Design (SD) in terms of Customer Care, Supply Chain, Operations, and Finance.Read More
The other day while I was waiting for a company car to pick me up and take me to the airport after a conference where I'd been a guest speaker. I decided to walk through my old neighborhood to grab some food. Along the way, I passed by this gentleman sitting in a wheelchair holding a sign asking for food. So like any decent human being, I went into the restaurant and bought him lunch.Read More
Customer Contact Week is quickly approaching! If you 'don't know what Customer Contact Week is, even though it's been around for 20 years, 'it's evolved into the newest (and world most significant) hot spot for integrated marketing leaders, and customer-centric leaders to come together and collaborate around CX growth and innovation.
This weeklong event and here are 20 of the more critical reasons why you should visit this year:No matter what you and your team want to learn more about, the lineup of speakers will have something for everyone. Here are the top 20 reasons you should come to the event.
In addition to all the great reasons you should attend, here are the top ten speakers I'm hoping to rub shoulders with at the event.
1. Robert Settembro, the SVP of Operations at Yoga Works, Inc. Robert has more than 20 years of experience in a variety of roles. Through this, he has accumulated field, corporate, and franchise experience crucial to connecting the dots between retail and digital experiences. From Robert, I hope to learn new methods of making "experiential" practices like yoga (no pun intended) into extraordinary value.
2. Jeff Allison, the SVP of Global Contact Centers at Visa. Before working in this role, Jeff was the Senior Director of Customer Support and CyberSource at Visa. Jeff most certainly will have a distinct perspective when it comes to bridging the gap between customer contact center data, operational and marketing data. I'm also excited to learn how he leveraged the quantitative feedback from customers and used it as a way to transform experiences for Visa customers and management.n
3. Amy Arden, the Senior User Experience Designer at 'Dick's Sporting Goods. Amy focused on interaction design powered by artificial intelligence, and I'm anticipating she's a treasure trove of retail experience insight with a keen eye on how to use new data and business intelligence to improve customer experiences across her entire organization.
4. Grace Arrazcaeta, the Enterprise Transformation Lead at Celebrity Cruises. Grace has already proven her ability to develop an efficient workforce and motivate employees - literally around the globe. From Grace, I'm hoping to learn more about the in's and out's of global transformation and how meeting the demands of international customers with different customs, cultures, and languages is actually done!
5. Henry Kim who is the Senior Director of Digital Audience Engagement at Caesars Entertainment Corp. Henry leverages his marketing and mathematics knowledge to provide an excellent and consistent experience for all Caesars customers. Wow. Seriously. If there was ever an industry with a wealth of customer analytics and behavioral research, it's the gaming industry. I'm eager to pick Henry's brain to see the newest and most advanced customer experience methods developing at the cutting edge of the industry.
6. Anita Swamy, the VP of Customer Experience at Manulife. Anita has been working at Manulife for almost 11 years delivering robust customer experience services and operations in line with the brand's mission. While that's an easy thing to say, it's incredibly complicated, and I'm looking forward to hearing how she navigates the complex worlds of technology and operational silos to keep the customer at the center of experiences.
7. Cheryl China, the SVP of Credit Card Services at Citizens Bank. Cheryl already has 18 years of experience in Bank/Contact Center Experience to her credit. She oversees a team of more than 180 customer service professionals and is possibly one of the foremost leaders in the world at juggling the needs of management and tapping the hidden resources of the employee experience. Her insights may very well be the most important of the event because companies everywhere are beginning to realize that within every organization is a vast untapped asset of employees ready to accelerate new "word of mouth" growth.
8. Troy Stevenson, the VP and Global Head of Community Operations at Uber. Troy has been working at Uber since 2016. Before this, he led customer experience, support, insights, and strategies functions at eBay and Charles Schwab. Troy is luck to be on the team of the world's first companies to crack the code of "Live Demand." I'm anxious to hear about his management of today and vision for tomorrow when it comes to CX.
9. Casey MacMillan is the Trade Manager at Whirlpool. She's responsible for brand development and getting products out to retailers which is no easy job these days with so many brands faced with D2C transformation. I'm eager to hear how she navigates these complicated waters and balances the customer and retailers needs while delivering value on both ends of the spectrum.
10. Joshua Tye, who is the Director of Customer Experience at Compass Group. Joshua is a strong leader when it comes to developing teams and creating unique business partnerships, perhaps even more importantly; he knows how to "to scale". I'm anxious to get a chance to speak with him and learn some of his secrets on scaling business and productivity amid the complexity of a shifting technological landscape and new customer empowered demands. Our conversation should be fascinating!
Anyway you look at it, this year’s event is shaping up to be one of those “not to miss” events.
If there’s someone else you think I need to meet or else let me know in the comments below.
And on a final note, i’ll be at CCW2019 covering the event as an influencer so if you want to join the fun and have 10 minutes for a quick interview about CX, follow this link to connect with me and I’d be happy to meet you and might even share your story too!