Event Type: Virtual Meeting

Moderator:
Diana Herron, Vice President of Emerging Markets, Communication Service for the Deaf (CSD)

Abstract:
Many companies have expressed commitment to improving inclusion and equality for diverse customers. However, inclusion efforts often fail to include accessibility, which prevents disabled people and possibly other diversity groups from engaging with your company. This session challenges you to embrace accessibility as a critical tool to improve overall customer experience.

Key Take-Aways:

• Reframing the perception of who benefits from providing accessible services and products
• The best practices for engaging with disabled people when discussing accessibility options
• Insights into the impact of deaf people’s communication strategies and technology innovations adopted by the public today

More details coming soon!

Your Executive Coach:
Michael O. “Coop” Cooper, Founder of Innovators + Influencers, 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 at www.innovatorsandinfluencers.com.

Title:
Mining Insights from Your Own Customers to Drive Commercialization and Growth

Moderator:
Waseem Kawaf, Global Vice President Of Digital Experience, STANLEY Security

Abstract:
Every business has a goldmine of information right in front of it: its own customers. Discover how to build the foundation to measure and learn for your prospects and customers to understand gaps in your product and experience, prioritize investments and deepen your understanding of the customer journey.

Key Take-Aways:

• Building the right KPI framework and understanding what to measure
• Creating the business value/investment use cases for driving CX improvements through AI and Machine Learning
• Core automation use cases for customer and prospect experience to accelerate the customer journey.