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Panel: Overcoming Business Challenges & Pain Points Around Diverse CX

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Jim Tincher
Journey Mapper-in-Chief, Customer Experience Expert at Heart of the Customer
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About the talk

Overcoming Business Challenges & Pain Points Around Diverse CX

We asked the CX industry what their top obstacles were in linking seamless CX across different platforms and channels.  This discussion will help you link ROI to the hard work put into customer experience projects and connect the dots across mobile, PC and instore. Untangle the key measures which better connect CX:

  • Find the right channels for different CX projects

  • Understanding the value of different customer segments and which channels will reach them most effectively

  • Customer experience ROI: step by step framework for measuring multichannel CX success

Create powerful and consistent multichannel CX touchpoints

00:02 Intro

01:20 Camelia Hayman

02:15 Katherine Lucas

03:45 Gabriele ‘G’ Masili

05:55 About customer experience

08:46 How to hear a voice of business

11:33 About time

15:12 Changes/ Data/ Clients

16:40 Management and organization

19:10 The balance between human and digital

25:20 Advances

28:30 Specific moments of organization

32:30 Own experience

40:20 Example of experience different companies

About speakers

Jim Tincher
Journey Mapper-in-Chief, Customer Experience Expert at Heart of the Customer
Gabriele ‘G’ Masili
Chief Digital Officer, Customer Experience and Support Executive at MICROSOFT
Katherine Lucas
Head of Marketing and Commercialization at State Street
Camelia Hayman
Director of Customer Service Excellence at Medela

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.

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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.

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Maybe it doesn't sound glamorous, but it is interesting! I develop the narrative and go-to-market strategies for the transformative work we are doing in our industry. Thinking about how to highlight our purpose and brand experience by conveying the right information, to the right people, at the right time via the right medium. By connecting and engaging with our clients through experiential marketing, I work to create not only brand awareness, but build brand loyalty and most importantly, trust.

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Accomplished, energetic and passionate leader with over 20 years’ experience in the Pharma/Medical Device and Manufacturing industries, specializing in Operational Management and Customer Service/Experience. Dedicated to quality, service, success of the organization, my teams and above all – our customer. As a proven leader with a collaborative approach, strong problem solving and critical thinking skills, I place the customer experience first by engaging and coaching my direct reports to be the best representatives they can, with a high emphasis on the human touch. As a devoted mother of 3 tween daughters, I am committed to learning as much from the future leaders of tomorrow, as I am about sharing my own experience to bring care, kindness and humanity back to the service experience.

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I'd like to welcome aboard as well. Lucas the global head of client experience the same street as well as Pamela Heyman, the director of customer service excellence and so welcome and I'll invite you to use the Q&A to pose. A question to keep my eyes there and I'm going to start with, let's start very basic. I'm in that survey if it's a little bit earlier than we did in those were really able to effectively move the experience it with the outcome is not a survey about how come it would. Probably also Harley

Manning's prediction for Forester, back in December that one out of four. See if people would lose their jobs because they aren't showing business impact and you are because you're here yet. We shall get a Great Cuts for Kids programs. I level at How do you prove you are? Why I'm customer care. Who wants this view of customer experience? It has to do with the customer and the customer feedback at the end of the day. We are so incredibly interested, especially with the type of product that

we have with a very vulnerable. Segments of the population were talking about moms, were talking about babies, were talking about health care. So at the end of the day it is so critical. That every single time we get a piece of feedback, whether that is, you know, I was there for too long on the phone or I did couldn't find you with, you makes me or what you're doing is incredible. You've helped me and my baby who was in the NICU, it all goes back to feedback and actually understanding and taking it apart some of us walk to talk and some of us just like the buzz words, but at the end of the

day it's about being passionate about that. If you have that, you have your. Are what?

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Jim Tincher
Gabriele ‘G’ Masili
Katherine Lucas
Camelia Hayman