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

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

Moderator:
Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan

Abstract:
Frost & Sullivan conducts an annual customer survey of decision-makers to uncover corporate objectives, challenges, and plans for investments in 2022. Improving customer experience (CX) ranks at the top for the third year, followed closely by improving brand equity. In this session Alpa Shah, Global Vice President – CX Practice at Frost & Sullivan will take a deep dive into more of the survey results.

Key Take-Aways:

• CX success factors in a “post” pandemic world brimming with uncertainty
• Fresh perspectives on employee engagement
• Investment plans for channels and customer contact technologies

Moderator:
Andrew Deutscher, Founder, Regenerate

Abstract:
It’s time to account for the full toll that modern work is exacting on our ability to keep up with and stay ahead of the pace of change. With our boundaries broken down by a more interconnected world, time has proven to be an insufficient resource in this era. It is energy, not time, that is our most precious and undervalued resource to solve this extraordinary challenge.

Key Take-Aways:

• A practical and fresh perspective on the role of personal energy as a resource in your life to increase your capacity
• Critical insights on the choices you are making right now that impact your capacity
• A proven technique to improve your day to day energy

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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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.