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Duration 29:44
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Panel Discussion: Hitting Refresh and Delivering on CX Through Design and the Lens of CX

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Jerry Campbell
Director of E&I Ops Consumer Services at UnitedHealthcare
+ 1 speaker
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About the talk

When undertaking a digital transformation strategy, one of the first steps in the process is to create a compelling customer experience (CX). But, good CX is easy to recognize, but it can be difficult to deliver. Find out the journey of a legacy brand across the CX journey and VOC.

  • Finding out the sum total of all customer interactions - people, systems, technology and processes that enable and power CX

  • Customer-first focus: Avoiding the inward-looking, cost cutting productivity perspective

  • Making CX agile and robust

Understanding CX as an invisible thread that ties all interactions into a cohesive whole

00:02 Intro

00:44 Jerry Campbell

02:04 The mission

03:10 The result

06:38 The next stage

08:30 Customer service vs customer experience

12:15 About using different technologies

14:15 The biggest success

17:20 About data and information

19:00 Analytic

21:21 Key challenges

22:20 Holistic experience

25:24 Q&A

About speakers

Jerry Campbell
Director of E&I Ops Consumer Services at UnitedHealthcare
Shawn Phillips
Chief Technology Officer at Heart of the Customer

Proven combat veteran and senior level executive with 28 years of experience in decision-making, problem solving, mission planning, and building successful multi-disciplined organizations with diverse cultural backgrounds in resource-constrained, changing operational environments. Advancement to senior management based on demonstrated ability to drive change, form award winning teams, and provide an executable strategic vision that generates cost-effective solutions, leverages resources and alliances, and maximizes performance. A dedicated, detail oriented professional with comprehensive experience in Leadership, Organizational Design, and Program Management. Documented track record of managing complex organizations with exceptional communication skills, proficient in Microsoft Office suite and Microsoft Project. Experienced in analyzing, collaborating, and executing organization goals and initiatives.

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Shawn Phillips has the know-how to help companies make and keep customers happy. He has improved customer and employee journeys while implementing strategic software solutions at companies like American Eagle, BlueCross/BlueShield, and Roots Canada. He’s skilled at pushing meaningful conversations that get to the heart of a business problem and uncover data-supported solutions that achieve the client’s strategic vision. His experience in internal leadership roles on teams at iconic Minnesota companies like Best Buy and Leeann Chin fuels his keen understanding of how to prioritize resources and strategy to deliver projects on time and within budget.

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So we have a great case study coming up, transforming Legacy Brands and we have Jerry Campbell who's a senior customer experience director at 7-Eleven and I'm Sean Phillips, your hose for the afternoon and want to make sure we remind you that in the left-hand side of your screen, is a human, a section where you can type in question. So I'll be talking with Jerry, Jerry Lee telling us his story. But what we want to make sure you do is you put your information in the Q&A, so we can ask those questions

a little later in the session. So first of all, Jerry tell me about your background. What are you do, curly? I'm the customer center. Customer experience manager for 7-Eleven well-known brand. Just give you a little bit of my background. I spent a number of years in the military, as an operational leader, transitioned out in early 2015, where I picked up my careers working at Citibank doing workforce management, infrastructure management. And during that time, I was able to just really work around the call centers around the globe. I managed to call Finish around the club for

Citibank that had such big, we were managing the credit card for big name brand such as Costco. That's by Home Depot, some of the few major credit cards that we have managed again dinosaurs call centers around the globe to be efficient and handle a customer's issues in the moment. I did try to 711 Broadbent the past two years and really just took that opportunity to overhaul and re-imagined what customer experience is to the 7-Eleven. Customer. So if that's really where I'm at right now showing on

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

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Jerry Campbell
Shawn Phillips