MOUNTAIN VIEW, Calif., Sept. 27, 2016 /PRNewswire/ -- Frost & Sullivan is pleased to announce the 12th Annual Customer Contact, West: A Frost & Sullivan Executive MindXChange, taking place October 23-26, 2016 at JW Marriott Starr Pass in Tucson, AZ.
Event highlights will include Evite's Chief Executive Officer, Victor Cho, leading a keynote session titled Evite's Journey to Customer Centricity. Cho will discuss how businesses can modify their organization's people, processes and technologies to create a hyper-responsive team that responds rapidly to customer input and is driven by a true passion to build an amazing experience.
In addition, Cho will describe the customer-centric changes he has brought to the world's #1 online invitation platform, Evite, during his first two years at the helm and elaborate on the tangible results that have followed. He will offer insights on building true customer-centricity into your business, present best practices for prioritizing your customer versus revenue and discuss when to use data, and when to ignore it.
To register and download the event agenda for the 12th Annual Customer Contact, West: a Frost & Sullivan Executive MindXchange, please visit: http://frost.ly/ta
Other key presenters at this flagship customer contact event include Rob Gofourth, Vice President, Operational Strategy & Performance, BlueCross BlueShield of North Carolina and Cecelia MacLellan, Director of Contact Center Operations, Staples.
Gofourth's presentation, titled, CASE HISTORY – Empowering the Agent to Do the Right Thing for the Customer, will provide a guide to designing a plan that will modernize your quality program through enhanced customer and agent interaction, and include a template for building a successful new quality program.
MacLellan's session, LEADERSHIP INSIGHT – Coaching the Coaches, will describe how old school rules of leadership no longer work with today's complex workforce. MacLellan will explain why it's necessary to rely on coaches to do more than just deliver instruction and monitor metrics. Participants will leave with six key best practices for coaching their leaders.
The 12th Annual Customer Contact, West: A Frost & Sullivan Executive MindXchange will offer customer contact industry Vice Presidents, Directors and other senior level executives the opportunity to benefit from:
- Truly innovative case studies and best practices
- Dynamic collaboration zones that foster disruptive and transformational thinking
- Panel discussions led by industry trailblazers
- Networking opportunities with peers and professionals leading the way in customer experience
For additional information, please email firstname.lastname@example.org
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SOURCE Frost & Sullivan