A full year of touch points for you and your team to create value together.

Moderator:
Regan Heckethorn, Vice President of Operations, Allegiant nonstop

Session Abstract:
Contact Center employees directly reflect your business and are instrumental in the success of your brand. Are you having challenges with finding the best talent? Do you feel like your employees don’t reflect your companies service values? This session will unpack how Allegiant launched a focused customer experience culture by reinventing the recruiting and selection process – in the process transitioning from a typical “fill a seat” task to an aspirational, “fill the future” mindset.

Key Take-Aways:

• Insight on why identifying passion, desire, drives and “heart” in the first interaction has proven successful for both the employee and the company
• Blueprint for successfully letting the trainers train skill for success
• Best practices for engaging leadership in the hiring process and incorporating behavioral, conversational and personality trait recognition techniques

Theme:
Transitioning to a New Customer and Organizational Dynamic

Speaker:
Nicola Millard
Principal Innovation Partner
Enterprise CTIO
BT

Abstract:
It’s the 10th anniversary of BT’s global research on customer attitudes around the world. The 2020 edition shows how channel preferences are shifting, what customers are looking for in customer experiences, and whether they think technologies like AI might help, or hinder.

Key Take-Aways:

• Insight on customer expectations of digital customer experiences and the contact center
• A reality check on the channel mix and technologies that customers are looking for
• Examples of the impact that COVID 19 is having on these trends

Note: The 30-minute presentation will be followed by a 15-minute, interactive, virtual roundtable discussion, exclusively for Customer Engagement Leadership Council members and associate members.

Theme:
Transitioning to a New Customer and Organizational Dynamic

Speaker:
Deb Zell
Director, UX/Service Design/Journey Management
Dell

Abstract:
Many companies miss clues around how their customers want to do business with them as a result of their contact option configurations.

Key Take-Aways:

• Simple examples
• How these can be easily changed
• How to know when change is required

Note: The 30-minute presentation will be followed by a 15-minute, interactive, virtual roundtable discussion, exclusively for Customer Engagement Leadership Council members and associate members.

Theme:
Transitioning to a New Customer and Organizational Dynamic

Speaker:
Brian Solis
Global Innovation Evangelist
Salesforce

Abstract:
We are now entering the Novel Economy and witnessing the rise of a new generation of customer and employee, Generation-Novel or Gen-N. In this engaging session, world-renowned digital anthropologist, keynote speaker and best-selling author Brian Solis will deliver fresh perspectives on the customer evolution.

Key Take-Aways:

• Examples of how COVID-19 changed the course of humanity and consumerism
• Insight into how the Novel Economy changes our trajectory and how this “new normal” breaks out into 3 phases of action over the next 36 months
• Key findings on why data pre-March 1st 2020 is irrelevant and how data-driven empathy will lead to newfound innovation to engage Gen-N
• A framework for navigating the Novel Economy and building a more relevant, disruption-proof digital business

Note: The 30-minute presentation will be followed by a 15-minute, interactive, virtual roundtable discussion, exclusively for Customer Engagement Leadership Council members and associate members.

Theme:
Transitioning to a New Customer and Organizational Dynamic

Speaker:
Chris Keenan
Head, Worldwide Medical Customer Engagement, Medical Capabilities
Bristol-Myers Squibb

Abstract:
A Business Continuity Plan (BCP) should be key pillar to service delivery and is not simply a backup generator. BCP should be tailored to fit an individual business, but a typical plan will include:

• Essential business requirements with identifiable risks and potential impact to the business
• A strategy to respond, manage and recover

This session will unpack best practices for business continuity in the pandemic era.

Key Take-Aways:

• Guide to identifying risk and impact to the business
• Best practices in managing and designing a Business Continuity Plan
• Insights into how COVID19 impacted our contact centers

Note: The 30-minute presentation will be followed by a 15-minute, interactive, virtual roundtable discussion, exclusively for Customer Engagement Leadership Council members and associate members.

After Coaching…

• 77% of Executives have an improved working relationship with direct reports
• 71% of Executives have an improved working relationship with immediate supervisors

Coaching is about gaining clarity, creating change and making progress on your goals, outcomes or strategies. This is a chance to bring your most challenging opportunities and blocks to a call, get coaching or learn from your peers’ examples. This will be a live coaching call and you will have opportunities to be coached, ask questions after your peers have been coached or just listen in and learn vicariously. If you’d like to be coached, be sure to bring an actual problem that you really want to change and want help on. Your problem may be someone else’s so do not hesitate to share. We will get to as many as people as possible time permitting.

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.