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

Moderator:
Brian Jeppesen
Director, Contact Center Operations
Fertitta Entertainment

Abstract:
Discover how focusing on the “why” behind AI adoption can drive measurable improvements in customer experience and operational efficiency. Learn actionable strategies to reduce customer effort, boost loyalty, and deliver tangible business results through AI-powered solutions.

Key Takeaways:

• Identify high-effort customer and agent processes to target for AI-driven improvement
• Implement conversational AI to automate simple, high-volume interactions and reduce wait times
• Evaluate and track ROI by measuring reductions in abandonment rates, operational costs, and increases in customer satisfaction

A Membership Brainstorm – an 80% Interactive Format. Brainstorm sessions zero in on a a key area of focus within a Council Critical Issue. Members engage in spontaneous group discussion to generate ideas and problem-solve about shared challenges.

Topic: Meeting Rising Customer Expectations

Moderator:
Wayne Simmons
Former Global Customer Excellence Lead
Pfizer
Author, The Customer Excellence Enterprise

Abstract:
Join your fellow members for a candid, executive-level session on a defining gap between continuously elevating customer expectations and their lived reality. Despite significant investment in AI, personalization, and digital channels, experiences still break down across journeys, creating fragmentation and unresolved needs at scale. Together, we will explore how to use AI to move beyond touchpoint optimization toward managing end-to-end journey continuity and customer success, converting intent into realized customer and business value more consistently.

Key Brainstorming Challenges:

• What are the expectations of today’s customers and consumers?
• How to shift from managing touchpoints to managing customer progression
• Where value breaks down between intent and outcome, and how to intervene
• How to scale digital without losing the human interactions that build trust
• What it takes to measure success based on realized value, not activity or output

Please join us for our next quarterly Executive Coaching Clinic and Bring Your Biggest Leadership Challenges

Every leader has at least one problem they haven’t fully solved. This session is open coaching. You bring your real leadership challenges (a team issue you can’t crack, a decision you’re stuck on, a direct report situation, a strategy question that can’t figure out) and we’ll work through it live. No slides, no pre-set curriculum. The same diagnostic frameworks used in one-on-one executive coaching, applied to your situation in real time.

Take-Aways:

1. Concrete next steps on your challenges
2. Coaching frameworks you can reuse
3. Peer perspective, including how leaders are working through similar problems

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.

Maximizing Efficiency and Impact to Elevate the Customer Experience

Click above to check out the event website for more details.