Events Add an event Speakers Talks Collections
 
Duration 23:24
16+
Video

Fireside Chat: How to Create, Deliver, and Optimize Best Customer Experiences Without the Pitfalls

The audio is available only after a purchase
To tickets
Gabriele ‘G’ Masili
Chief Digital Officer, Customer Experience and Support Executive at MICROSOFT
+ 1 speaker
  • Video
  • Audio
  • Table of contents
  • Video
  • Audio
Request Q&A
Request Q&A
Video
Fireside Chat: How to Create, Deliver, and Optimize Best Customer Experiences Without the Pitfalls
Available
In cart
2 203 ₽
2 203 ₽
$29
$29
€ 27
€ 27
A$43
A$43
Add to favorites
1
I like 0
I dislike 0
Available
In cart
2 203 ₽
2 203 ₽
$29
$29
€ 27
€ 27
A$43
A$43
  • Description
  • Transcript
  • Discussion

About the talk

The customer journey is no longer straightforward, as customers switch from laptop to smartwatch, app to email. They reach out to you on social media as well as the phone. Every brand is competing for customer attention, all the time. Just when you are managing to overcome the issues, COVID-19 hits the world.  This special guest interview is your chance to hear, ask and gain a top CX, CS and CTO executive’s far-reaching perspective. Join us to gain a 360 perspective:

  • How to treat CX implementation just like a start-up:  Getting key teams onboard and culture right

  • What are the key customer journey analytics, AI and tools to create a seamless, end to end CX

  • How has COVID-19 caused challenging business interruptions and how to harness digital to overcome them

Blending technology with culture, teams and multichannel, multi-national CX 

00:02 Intro

00:30 Gabriele ‘G’ Masili

03:00 Successful customer experience of working in Microsoft

05:32 Cases in real-time

07:55 Organization of working

10:10 About services

11:20 Analytical cases

13:20 Engagement for sales

15:00 Immproducts support

16:32 Journey vs Analytics

19:30 Customers go back

21:10 Last question

About speakers

Gabriele ‘G’ Masili
Chief Digital Officer, Customer Experience and Support Executive at MICROSOFT
Jim Tincher
Journey Mapper-in-Chief, Customer Experience Expert at Heart of the Customer

Gabriele “G” Masili is the VP and Chief Technology Officer (CTO) of Customer Experience & Success at Microsoft. He is responsible for Digital Customer Support, Support Tools, Support Intelligence and Insights, and leads the Digital Customer Experience Council across Microsoft. G is passionate about building diverse teams and leveraging technology to ensure inclusion and accessibility. Throughout his career, he has been an innovator and change agent, focusing on continuously improving customer satisfaction and digitally transforming the customer experience; and he has a deep understanding of AI, voice, mobile and web support technologies. G is on the advisory board for two of the major customer service industry organizations: IQPC Customer Contact Week and Frost & Sullivan Executive MindXchange. With more than 20 years of experience, G has a proven track record for designing, building and delivering world-class customer experiences serving millions of customers in more than 200 countries. He joined Microsoft in 2017 and led the end-to-end customer support experience and worldwide technical support delivery for Windows, Xbox and Surface, which included 10,000 support engineers and advocates across 40 geographies, supporting 30 languages. Prior to joining Microsoft, G built Amazon’s Customer Support organizations for Italy, Spain and The Netherlands before moving to the U.S.

View the profile

Jim Tincher, CCXP, is a nationally recognized customer experience expert, journey mapper, author, and speaker. His innovative CX consultancy, Heart of the Customer, helps companies of all sizes drive customer-focused change to improve loyalty and boost revenue, and his book, How Hard Is It to Be Your Customer?, is considered a must-read for CX-focused leaders.

View the profile
Share

But now let's get ready for opening keynote. Do you know I just got some amazing content. Been looking forward to this year again. He's the vice president and PTO for customer experience in, customer success, in Microsoft, deliver, and optimize the best customer experiences without the pickles. The G. Welcome to say, it's great to meet you. Hi Jim. Thank you so much. Hope you can hear me, fine. It's so good. Rick and relaxin all by myself. I'll dream of mentioning. I'm the VP and chief technology officer for customer experience and success on

Microsoft. This is not my teams are in charge for all that digital transformation and Technology Innovation, when it comes to the different stages of the customer experience across all the segment of customers to be supporting the company. So whatever we use, we look out the that use faced or they consume face of the support face in the customer Journey. We have there to help customers digitally, and that, and that is across all segments of customer. So we're talking about consumers, gamer our partners, as well as a big Enterprise customers. All of that for

3 years, very excited and started Microsoft support, either an organization of 10,000 people across the globe are dealing with discovering different. Different support needs for several product of Microsoft and Amazon for other seven years. So we're both in Europe and in u.s. Working on the building that support experience for a like Amazon in Italy, Amazon in Spain and

Full transcript of the talk will be available after the purchase
Available
In cart
2 203 ₽
2 203 ₽
$29
$29
€ 27
€ 27
A$43
A$43
Cackle comments for the website

Buy this talk

Access to the talk “Fireside Chat: How to Create, Deliver, and Optimize Best Customer Experiences Without the Pitfalls”
Available
In cart
2 203 ₽
2 203 ₽
$29
$29
€ 27
€ 27
A$43
A$43

Ticket

Get access to all videos “9th Annual Customer Experience Strategies Virtual Summit”
Available
In cart
15 116 ₽
15 116 ₽
$199
$199
€ 182
€ 182
A$291
A$291
Ticket

Interested in topic “Banking and Finance”?

You might be interested in videos from this event

February 10 - 11, 2021
Online
16
13
covid-19, customer, customer service, cx & core, digital cx, digital experiences, engagement, investment industry, source content

Similar talks

Vasco Pedro
Co-Founder and CEO at Unbabel
+ 1 speaker
Tim Rickards
Director, Social & Content Strategy at Hearsay Systems
+ 1 speaker
Available
In cart
2 203 ₽
2 203 ₽
$29
$29
€ 27
€ 27
A$43
A$43
Available
In cart
2 203 ₽
2 203 ₽
$29
$29
€ 27
€ 27
A$43
A$43
Tim Rickards
Director, Social & Content Strategy at Hearsay Systems
+ 3 speakers
Holly Pontisso
Vice President Customer Experience at Scotiabank
+ 3 speakers
Candice Troupe
Senior Vice President at The Verde Group
+ 3 speakers
Corby Fine
Vice President, Digital Marketing and Sales at Bell
+ 3 speakers
Available
In cart
2 203 ₽
2 203 ₽
$29
$29
€ 27
€ 27
A$43
A$43
Available
In cart
2 203 ₽
2 203 ₽
$29
$29
€ 27
€ 27
A$43
A$43
Jim Tincher
Journey Mapper-in-Chief, Customer Experience Expert at Heart of the Customer
+ 4 speakers
Tamir Bar-Haim
Managing Director and Head of Global Expansion, Advertising at AMAZON
+ 4 speakers
David Garcia
Senior Vice President, Experience & Innovation at Atlanta Hawks
+ 4 speakers
Colin Crowley
SVP, Customer Experience and Playwright at Albert
+ 4 speakers
Youri Hollier
Director, Digital and Social at Tim Hortons
+ 4 speakers
Available
In cart
2 203 ₽
2 203 ₽
$29
$29
€ 27
€ 27
A$43
A$43
Available
In cart
2 203 ₽
2 203 ₽
$29
$29
€ 27
€ 27
A$43
A$43

Buy this video

Video
Access to the talk “Fireside Chat: How to Create, Deliver, and Optimize Best Customer Experiences Without the Pitfalls”
Available
In cart
2 203 ₽
2 203 ₽
$29
$29
€ 27
€ 27
A$43
A$43

Conference Cast

With ConferenceCast.tv, you get access to our library of the world's best conference talks.

Conference Cast
880 conferences
35725 speakers
13629 hours of content
Gabriele ‘G’ Masili
Jim Tincher