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

Abstract Details Coming Soon!

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.

Moderator:
Lauren Guidry
Head of Customer Care and Business Excellence
CMA CGM

Abstract:
As CX environments become more complex, faster, and increasingly AI-enabled, the limiting factor is no longer access to data or strategy – it’s the leader’s ability to stay clear and effective under pressure. The Metacognitive Energy Method™ introduces a practical framework for recognizing when performance is being compromised in real time, regulating that state, and restoring high-quality decision-making. This session reframes leadership performance through the lens of internal regulation and its direct impact on execution, team dynamics, and customer outcomes.

Key Takeaways:

• Why the next frontier of CX performance is not more data or automation – but leaders who can operate effectively under sustained pressure
• How to identify the moment decision quality begins to degrade – and what to do about it in real time
• The link between regulated leadership, stronger team execution, and more consistent customer experience outcomes

Maximizing Efficiency and Impact to Elevate the Customer Experience

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