et to now the execs in the now C partner advisory board 7 · PDF fileC partner advisory board 7 ... To learn from others about issues most important to them in the customer experience

CX partner advisory board 2017

Get to Know the execs in the know

Company Category: Omni-Channel Solutions

How does your tool/service improve service or the experience for the customer?

Gladly improves the customer experience by putting the customer at the center, not tickets or cases. In a single platform, companies can converse seamlessly across any channel - voice, email, SMS, chat or social media. Gladly enables companies to focus on people talking to people throughout a lifetime of naturally productive conversations. The customer record and conversation history are right at the agent's fingertips to help them deliver a more personalized experience. With Gladly, agents are empowered, customers feel known, and companies build love and loyalty through consistently positive experiences.

Why are you interested in participating on this board?

We are interested in participating because we have heard from our own discussions with key customer service leaders that Execs In The Know is an organization they respect and turn to for advice and networking. From our early discussions, there appears to be strong alignment and overlap between who we are talking to everyday and your member base. With the lessons we've learned from our conversations and experience in the space, we hope to provide best practice and insight as more brands transition from a ticket, transaction based strategy to a people centered, customer service focus.

What insight and education do you hope to share with our community?

Gladly can offer a fresh perspective on modern customer service, technology implementation and operational best practices. We can also provide insight on patterns and trends from modern customer service organizations who are leading the pack when it comes to omni-channel customer service strategies. Additionally, my dual role as CEO at Gladly and Partner at Greylock (early investors in companies like Facebook, LinkedIn, Workday and others) can help provide context of the broader landscape of technologies and expand networking opportunities.

joseph ansanelli CEO & CO- FOUNDER, gladly

The CX Partner Advisory Board is comprised of leaders from organizations that provide a product or service to customer care organizations. Member organizations of the Board are committed to improving the customer service experience and advancing the care industry as a whole.

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get to know the Execs in the knowcx partner advisory board 2017

Company Category: Consulting


I help executives achieve their revenue and customer loyalty goals through implementing best practices in the areas of analytics, customer

journey mapping and process optimization efforts focused on delighting their customers.


I had an outstanding experience on the Corporate Board and want to continue to network and make an impact on the CX community.


Over 1,700 LinkedIn network, deep and broad CX experience as a former Chief Customer Officer of a $4B retailer and strong key-note speaker/facilitator.

razia richter founder & ceo, retailpivot consulting llc

Company Category: Customer Experience


Genesys provides a platform for businesses of any size to power a great customer experience for personal, effortless customer journeys, across any channels - from digital, to voice, to bots, to even in-store/branch.


To learn from others about issues most important to them in the customer experience space so that we can be a better partner, to help them power the best customer experience for their company.


We are now a clear market leader with our acquisition of Interactive Intelligence per Gartners and others. The experience we have gleaned from leading companies around the world we can share with the Execs In The Know community. We have been orchestrating true omni-channel journeys today, but also are working with companies to be ready for tomorrow, with new customer experience capabilities such as our AI engine – Kate.

ted hunting vp, north america marketing, genesys

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Company Category: Business Process Outsourcer


As curators of the customer experience, as a partner for a brand, we bring together the necessary channels of interaction, processes, technologies, governance, security, infrastructure and people resources, to help drive a unique (and enhanced) customer experience.


The primary driver behind participation on the board is to help drive better outcomes for brands that are chartered with delivering exceptional customer service AND managing the cost of service. At the end of the day it is about delivering great service. This is particularly germane at this point of time, given everything that is happening around us in terms of disruption in channels, consumer behaviour, business models, social, mobile, AI (and now political too).


1. We can provide a very global perspective for the community. Since we operate in every major global market, both from a demand side and supply side, we are well versed with the idiosyncrasies of each of these markets.

2. Through our CX Labs, we conduct research on consumer usage, preferences, and sentiment with relation to omni-channel customer management services. Coupled with our first-hand experience of supporting millions of interactions, we can help inform the community on a path to meet their customer where they want to be met. Through this information we can also help brands understand how to tailor their services to specific consumer demographics.

3. We have deep insights into good (and bad) practices - operationally, service delivery, technology, processes, people etc. And, we have these insights across vertical markets, geographies and customer segments. With this breadth (and depth) of first-hand experience, we can help other brands traverse these muddy waters.

Having been in the industry for several years, I have a very good understanding of the space - the puts and takes that makes this work. Happy to share this experience with the community.

amit shankardass executive vice president, marketing, teleperformance

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Company Category: OmniChannel Intelligent Assistants


Interactions Omni Channel Intelligent Assistant solutions are revolutionizing customer’s experiences with large brands. Our proprietary approach to leveraging Artificial Intelligence and Machine Learning across digital and voice channels has created a fast and convenient way to service customers that exceeds their expectations.


Contributing to a learning environment of thought leaders in customer experience will help allow us all to raise the level of capabilities in brand and consumer relationships.


Our advanced research and operational innovations can be leveraged to share where companies are heading with improved customer experiences.

jay wolcott vp social product, interactions llc

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Company Category: Consulting


I help business leaders strategize on the best solutions for customer service process, delivery, and execution, based on their brand, budget and

experience.


This forum is a great place for best practice sharing, networking, and idea generation. I've been a part of this community since the first Customer Response Summit as a participant, later as a Corporate Board member and now on the Partner Board. There is always something value added that comes out of the

conference to help leaders advance the customer experience.


My background is developing and executing customer service strategy for emerging, start-ups to fast-scaling, multi-billion dollar brands. Whether you are thinking about outsourcing, developing a social media

response team, implementing chat, or improving self-service, I have experience you can leverage.

kathryn mcgavick president, modern contact consulting, inc.

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Company Category: Customer Experience Improvement Consulting, Certification, and Training


COPC Inc. provides consulting, training and certification to help companies boost performance, manage complex customer journeys, and deliver a superior customer experience (CX). Working with clients all over the world since 1996, we have developed best practices and proven strategies that enable companies to create loyal customers, achieve increased revenue and reduce costs. We do this by focusing on the operational aspects of the customer experience, working with clients in the following ways:

Consulting: We offer our services for call centers, any CX operation, and vendor management organizations (VMOs). Leveraging our 20+ years of improving call center operations, we apply our proven processes to help companies better manage all key touchpoints critical to the customer experience. Regardless of where companies are in their customer experience management (CEM) program, we will assist in reviewing that strategy, creating it, or operationalizing it. For companies that outsource any of their call center or CX operations, we work with clients to ensure their VMO is structured to drive high performance among their suppliers.

Training: We have developed a global training program with more than 300 hours of professionally developed curriculum for management teams responsible for call centers, CX operations and VMOs. Classes are offered in public settings, online, or as a private class.

Certification: Certification to a COPC Standard is an independent and objective validation that one’s call center, CX operation or VMO is achieving high performance in customer satisfaction, sales, cost and service. Through certification, organizations ensure they are using best practices, consistent processes, and performance metrics to achieve and sustain continuous improvement.


From a COPC perspective it is part of our philosophy to share knowledge in both directions and to do anything that results in improvements for the industry as a whole - particularly as it relates to the customer experience.


The EITK community will be able to leverage the expertise and best practices that COPC Inc. has observed and developed through our work with global clients for over 20 years. Because of the breadth of our work, we have seen what works and doesn’t work, and we are in call centers and CX operations every week, so we will bring that knowledge to the community. With subject matter experts in all areas of operational management and CX strategy, COPC Inc. is able to present many perspectives and practical experience to the group in the areas of greatest interest.

judi brenstein vice president, copc inc.

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Company Category: Omni-channel solutions


At Sutherland, we combine design thinking, domain expertise, and a deep understanding of business processes to get to the simplified solutions

that work for businesses and their end customers. Our solutions uniquely integrate people, process and technologies (including big data, predictive

analytics, AI and machine learning) to personalize the customer experience (consistently across channels), to make the agent experience more efficient and effective, and to automate and grow the overall

enterprise.


I have a passion for customer experience innovation. I have a long and diverse career building eCommerce, mobile, call center and other omni-channel customer experiences (experience includes user experience

design and IA, to software development, to consulting and solution architecture, to sales and marketing). I feel I can bring to the Execs community valuable insights, concrete examples and new innovations to help

them continously deliver delightful and consistent customer experiences across channels.


Our experience, insights, case studies and thought leadership in customer experience design across nine industries. For over 30 years, we’ve been delighting customers through better process. From the very

beginning, it’s all we’ve done. In fact, our very first dollar came from process consulting. Three decades later, we have 120 clients from the Fortune 1000, and complete 43 million transactions a month, on a

digital backbone that spans 19 countries around the world.

EDWARD KOWALSKIavp, retail marketing, sutherland

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et to now the execs in the now C partner advisory board 7 · PDF fileC partner advisory board 7 ... To learn from others about issues most important to them in the customer experience