The CX Allianceᵀᴹ
A Customer Experience Industry Event
Let's Talk Customer Experience at The CX Alliance
Customer experience experts understand that great experiences take well-thought strategies and a lot of hard work – starting with hiring the right customer facing employees, resolving customer concerns effectively and efficiently, and building brand loyalty. But with an uncertain economy aligning with ever-changing technology and an evolving workforce, the industry is grappling with how to retain customers and streamline service.
Enter The CX Alliance
The CX Alliance was developed to connect customer experience leaders throughout the region, offering them access to insight and industry experts. Part educational session and part workshop, The CX Alliance offers information and activities that allow you to leave the event with actionable strategies for your organization..
What You Gain at the Event
- Insight into the latest trends driving customer service
- Identify strategies to improve the employee experience – onsite, remote and hybrid
- Learn how to leverage employee experience to drive better customer experiences
- Develop strategies for your own organizations to enhance your employee and customer experience
- Network with other customer experience leaders from across the region
Wednesday, September 27, 2023
1:00-4:30 pm
Hilton Garden Inn South, 5300 S. Grand Circle, Sioux Falls, SD
Event Cost: Free to Attend
Presentations
State of Customer Service
Joel Sylvester
Joel Sylvester kicks off the event with State of Customer Service. With technology and economy driving significant changes in the field of customer service, this is a must hear rundown of what you need to know to on par with others and what is coming down the pipeline in 2024.
During this presentation, Joel will discuss:
- Recruiting and Retaining Top Agents
- Using Technology to Address Budget Needs and Improve the Customer Experience
- AI’s Impact on Contact Center Operations
- Using Data to Drive Customer Service Success
About Joel Sylvester
With over 20 years of crafting exceptional customer experiences under his belt, Joel Sylvester has an unsurpassable passion for customer service. His career spans hundreds of companies, working with brands like Mayo Clinic, Wells Fargo, South Carolina Parks, Ohio Parks, and Fellowes, helping each enhance their customer experience. Joel has recruited, trained, and coached award-winning customer service teams across the world in retail, banking, healthcare, and manufacturing. He is a graduate of the University of South Dakota, and during his career was named Wells Fargo Star Performer, and led teams named to the Inc. 5000, as Fellowes Partner of the Year, and recipients of the South Dakota Governor’s Award.
Building a World-Class Support Model: Thriving in a Hybrid Work Environment
Building a world-class support model for your employees requires careful planning and implementation. Add the complexity of building this for in-office, work-from-home, and hybrid employees, planning the right strategy doesn’t come easy.
Join Kathy Green, as our keynote speaker shares insight and guidelines, along with a few helpful activities, for developing a world-class process for the hybrid workforce. Topics include:
- Onboarding
- Employee Development
- Engagement
- Culture
By incorporating the guidelines discussed by Kathy, attendees can create a world-class support model that effectively supports their organization by fostering employee development, engagement, and a positive company culture.
About Kathy Green
With a deep understanding of the importance of delivering exceptional service, Kathy is always up for challenging the status quo. It all started when she won the state debate championship as a sophomore in high school in 19, never mind the year.
Kathy knows that when it comes to creating exceptional experiences for both customers and employees alike, we need a people-centric culture that is always evolving. It means putting people at the center of our actions. When we have a culture that supports and nurtures our employees, it is a sustainable competitive advantage.
Kathy works for Avera Health as the director of employee services. Her 30+ leadership journey includes healthcare, telecommunications, food service, and contact centers, including 18 years with Midco.
Event Questions
Please contact John Coulter at John.Coulter@FiveStarCallCenters.com.