Janet Song

Build amazing teams over people, provide education over training, and empower through values to create passionate advocates for your customers. Because every customer touch constitutes a brand experience.

Resonant value propositions, innovative technology, high quality products & services are all critical to a company’s success, but these components must be fortified by your consumer facing ambassadors. Hear how Dollar Shave Club’s Member Services organization to serve as the strategic, day-to-day front line of the DSC brand.

This session will provide insights into how the company’s culture and brand values steered hiring and development strategies, including the inspiration behind DSC University, an internal education platform with learning modules that ensure employees deliver on the brand's mission during every contact. No scripts, no BS — only a promise of exceptional service by way of "on brand" solutions, truly personalized interactions, and knowledgeable 1:1 consultations. Let your people, your culture, and your brand values provide the cornerstone of delivering unique and memorable customer 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