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

Effortless and Efficient Experiences: A Win-Win for Customers and the Organization!

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WEDNESDAY, OCTOBER 19, 2022

TUCSON ELECTRIC POWER CONTACT CENTER SITE TOUR AND EXECUTIVE ROUNDTABLE

*Please note participation incurs an additional fee for those other than Leadership Council Members.

12:30 PM – Check-In and lunch for the Customer Contact Center Site Tour

1:30 PM – Tucson Electric Power Customer Contact Center Site Tour

Hosted by:
John Bord, Manager, Customer Experience, Tucson Electric Power (TEP)

2:30 PM – Leadership Council Critical Issue Roundtable on Exceeding Customer Expectations with People, Process and Technology

3:30 PM – Site Tour and Critical Issue Roundtable Conclude and Shuttle Departs for the JW Marriott Starr Pass

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Moderators:

• Elizabeth McCann, Vice President, Customer Success & Customer Training, Definitive Healthcare
• Cassandra Sixt, Senior Manager, Sales & Customer Success Training, Definitive Healthcare

Abstract:
It is more important than ever to leverage the voice of the employee to impact your business success. In this session, we’ll share with you how we use the voice of the employee to prioritize and build programs that drive client engagement and talent development simultaneously.

Key Take-Aways:

• A guide to use your employee engagement survey to prioritize development opportunities
• Key learnings on creating and iterating a customer health program driven by VoE
• Best practices for building a skill development program that supports talent retention while improving client experience

Abstract:
Coaching is about gaining clarity, creating change and making progress on your goals, outcomes, or strategies. 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.

Moderator:
Andrew Deutscher, Founder, Regenerate

Abstract:
Your team is successful when they bring their creativity and their strategic thinking skills to the table.  As a leader you must find creative solutions to address the chronic stress that stymies that, and prevents workers from becoming disengaged or leaving your organization. Stress thrives in the absence of clarity. You can change that and the way your team  handles stress by taking the vital approach to assigning responsibility and accountability between team members.

Key Take-Aways:

• Critical insights on what the most effective teams do to reduce the collective impact of chronic stress
• Steps to dividing responsibility for retaining energy and increasing engagement
• Concrete ways to define and promote clarity to mitigate energy and improve well-being at the team level