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september
Event Details
Moderator: Steven Matt, Marketing & Communications Operations & Technology Leader, Marsh McLennan Abstract: AI has the potential to transform customer experience by revolutionizing how businesses engage with their customers, but it’s
Event Details
Moderator:
Steven Matt, Marketing & Communications Operations & Technology Leader, Marsh McLennan
Abstract:
AI has the potential to transform customer experience by revolutionizing how businesses engage with their customers, but it’s still a mystery to some on how to actually use it effectively. With extensive experience in proven and successful AI implementations, Steven will guide you through actionable steps and critical factors to unlock AI’s potential for your organization.
Key Take-Aways:
- A blueprint for using Conversational Intelligence tools to enhance call center empathy and drive customer loyalty
- Techniques for leveraging GenAI to increase speed to market and reduce costs
- Insights on key metrics and best practices to measure the impact of AI on customer satisfaction, supported by real-world case histories
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Time
(Thursday) 1:00 pm - 1:45 pm ET
Location
Remote
26sept2:00 pm3:00 pmExecutive Coaching Clinic on Change ManagementA Council Virtual EventRemote
Event Details
Abstract: Nearly every organization is pursing significant change right now, so embracing and effectively managing change is paramount. We’ll delve into the nuances and challenges of change fatigue and change
Event Details
Abstract:
Nearly every organization is pursing significant change right now, so embracing and effectively managing change is paramount. We’ll delve into the nuances and challenges of change fatigue and change saturation. Drawing upon real-world insights and research, we’ll discuss strategic approaches to foster a culture that not only adapts to but also thrives amidst continuous change.
Key Take-Aways:
- Recognize the Differences Between Change Saturation and Change Fatigue: Understanding the distinction between change saturation and change fatigue is crucial to mitigate these challenges, ensuring that your workforce remains engaged and productive.
- Strategies for Incremental and Inclusive Change: Adopting incremental change strategies and a bottom-up approach empowers employees at all levels, facilitating smoother transitions and greater buy-in. Emphasizing transparent communication and feedback further enriches this process, aligning organizational changes with employee expectations and capacities.
- Strategies for Resilience and Adaptation: A positive employee experience is foundational to successful change. We’ll cover science-backed strategies to cultivate a more resilient and adaptive organizational culture.
Your Executive Coach:
Michael O. “Coop” Cooper, Founder of High Performance Orgs, will be your Virtual Executive Coach. Coop is an internationally recognized executive coach, advisor, facilitator and trainer who specializes in working with executive teams to develop the leadership skills, alignment and strategies to grow and thrive in a constantly changing environment. Coop has 23 years of experience as a coach, management consultant, strategist and project leader with Fortune 1000 companies and small businesses in over 20 countries. He has worked with leaders at Accuray, eBay, Genentech, Google, Novell, Sony Computer Entertainment America, Southwest Airlines, TeleNav, Wells Fargo, Yahoo, Yammer and hundreds of other organizations large and small. He co-led the teams to develop the world’s first wireless web platform for Vodafone and Verizon deployed in 27 countries and developed the specifications for the first custom internet car-ordering system for Honda. He has also been selected to coach the prestigious TED Fellows. Coop is a contributor to Fast Company. Learn more about Coop and his Executive Coaching on LinkedIn.
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Time
(Thursday) 2:00 pm - 3:00 pm ET
Location
Remote
october
Event Details
Moderator: Andrew Deutscher, Founder, Regenerate Abstract: Despite today’s demanding work environment, managing sustainable high performance and business success is a key objective. So, what’s the secret sauce when teams are impacted
Event Details
Moderator:
Andrew Deutscher, Founder, Regenerate
Abstract:
Despite today’s demanding work environment, managing sustainable high performance and business success is a key objective. So, what’s the secret sauce when teams are impacted by always-on cultures, longer hours, distributed work, and increased stress and…they are simply burning out? How do we turn that around? Recent research highlights that your own and your team’s energy, not time, is the critical resource to effectively manage. Resilience is no longer sufficient in today’s demanding workplace. Learn about a new brand of resilience and explore concrete ways to harness and renew your energy to improve productivity, health, and team relationships (personal relationship stand to benefit as well!).
Key Take-Aways:
- Understand the importance of managing energy over time for optimal performance.
- Learn strategies to refuel and renew your energy.
- Discover how increased energy capacity leads to better productivity and engagement.
- Apply techniques to enhance resilience, health, and relationships through energy management.
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Time
(Wednesday) 2:00 pm - 3:00 pm ET
Location
Remote
Event Details
Our 2024 Annual Council Meeting will be held on-site on Sunday, October 20th, at Customer Contact West. Participating members will collaborate on a preliminary set of critical issues to be
Event Details
Our 2024 Annual Council Meeting will be held on-site on Sunday, October 20th, at Customer Contact West. Participating members will collaborate on a preliminary set of critical issues to be sent out for all members for a Council vote, to determine the Critical Issues Agenda, and to be addressed throughout 2025. These issues will guide the development of in-person events, virtual events and curated content. Setting the Critical Issues Agenda is a key role in ensuring the content for the Council remains driven by its members.
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Time
All Day (Sunday) (2:15 Pm - 5:00 Pm)
Event Details
Blazing New Trails! Click above to check
Time
20 (Sunday) 8:00 am - 23 (Wednesday) 4:00 pm