Claudia Vale

How can you ensure employees are engaged, understand their role and are recognized for it? In this panel, find out how to shift employee KPI’s and metrics to be more customer-centered and continue to motivate, inspire and empower them to deliver exceptional experiences.

Table 1: Connecting your brand vision with your customer experience strategy
Moderator: Melina Young, Director, Marketing, Verity Credit Union

Table 2: Three trends for CX success
Moderator: Sarah Simon, VoC Consulting Director, Confirmit

Table 3: CES 2.0, Is It Worth The Effort?
Moderator: Jennifer Maldonado, Senior Business Analyst, Voice of the Gamer program owner, Activision

Table 4: How to build a robust social customer care strategy
Moderator: Janet Song, SVP, Member Services, Dollar Shave Club

Table 5: Engaging non-customer facing employees with your CX strategy
Moderator: Claudia Vale, Customer Experience Manager, CCXP, John Deere L. America

Table 6: Customer experience programs: what’s working?
Moderator: Karen Kallet, Chief Digital Officer, SVP, Marketing BofI Federal Bank

Table 7: Establishing an enterprise-wide customer experience steering committee
Moderator: Rob Scruggs, Former Director, Customer Experience, E*TRADE

Table 8: Social media for CX: lessons learned
Moderator: Alessa Martin, Director of Marketing, Tacori

Table 9: Topic Pending