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Panel: Keep Your CX on Track: Engagement Tips, Tricks and Breakthroughs

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Jim Tincher
Journey Mapper-in-Chief, Customer Experience Expert at Heart of the Customer
+ 4 speakers
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About the talk

Keep Your CX on Track: Engagement Tips, Tricks and Breakthroughs

How has COVID-19 impacted CX expectations and needs? How do you make great journey’s at a time of change and challenge? Hear how social CX transformation strategies can be deployed to help shape the future of innovation and growth.  Make a roadmap to discover:

  • How to engage staff across all touchpoints

  • What’s needed to do COVID-19 based content right?

  • How do you maintain a consistent CX experience across media

  • How has COVID-19 moved the goalposts?

Build optimum CX strategies to engage during crisis

00:00 Intro

00:50 Speakers

01:20 Youri Hollier

02:00 David Garcia

04:09 Colin Crowley

07:15 Tamir Bar-Haim

07:57 Digital side vs Human side

15:34 Impact of Covid

19:12 Delivering and experience

23:20 What is new

28:40 About results

About speakers

Jim Tincher
Journey Mapper-in-Chief, Customer Experience Expert at Heart of the Customer
Tamir Bar-Haim
Managing Director and Head of Global Expansion, Advertising at AMAZON
David Garcia
Senior Vice President, Experience & Innovation at Atlanta Hawks
Colin Crowley
SVP, Customer Experience and Playwright at Albert
Youri Hollier
Director, Digital and Social at Tim Hortons

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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Business leader with 15+ years of strategy, sales, product and marketing experience. Builder who has created billion dollar businesses while leading large global and regional (US, Canada, APAC, LATAM, EU, MENA, Australia) organizations. Featured in Toronto Life's 2019 list of "Most Influential Torontonians." Specialties: E-commerce, digital advertising, business strategy, sales management, integrated product launches, go-to-market strategies, channel marketing, business analytics, storytelling.

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David Garcia now is Senior Vice President, Experience & Innovation at Atlanta Hawks, he builds a new guest services team and high-performance culture to ensure a world-class experience for all members and fans. Garcia previously served as director of fan experience for AMB Sports & Entertainment where he had similar duties with the Atlanta Falcons, Atlanta United and Mercedes-Benz Stadium. Prior to AMBSE, Garcia worked for Amazon and The Walt Disney Co. Garcia led the design and implementation of the Falcons mobile app, which was rated by fans as the second-best app in the NFL. He also led the development of the team’s first-ever AI chatbot, programmed with more than 2,000 automated responses for fan questions within the app or website in real-time.

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I am an experienced executive with a background in customer engagement, product management, communications, security studies/international relations, theater (playwriting especially), and not-for-profit fundraising and leadership. I studied history, political science, and national security at Northwestern University and Georgetown University and I have served as a researcher and editor at prestigious think-tanks in Washington DC. Transitioning to the business world, I spent six years working at the e-commerce giant TicketNetwork, finishing my career as AVP of Consumer Transactions, where I founded a department of 14 people whose purpose was to grow loyalty and retention among our key customers through specialized customer service. Following that, I served as the inaugural VP of Customer Experience at the fast-growing food tech company Freshly, where I built a customer service department of 350+ people, creating structures and procedures where none existed and building quality control standards to ensure best-in-class service for our customers. Currently, I’m SVP, Head of Customer Experience at the fintech company Albert. On a more personal level, I am a produced playwright who has been recognized in over 50 national and international playwriting contests and whose plays have been performed/produced across the United States (including simultaneously on both coasts). Specifically, my plays have been performed in Washington (state), New Jersey, Massachusetts, Vermont, Kentucky,

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When I received my BCOMM in Marketing, content and social media marketing weren't even taught in schools. It wasn't until I entered the workforce that I saw its true potential. Content and social media allow you to engage directly with customers, tell compelling stories and solicit feedback in realtime. This makes them invaluable tools to all businesses, big and small. Today, two of my greatest passions are learning about and implementing strategy for, content marketing and social media. I feel lucky to be in an industry that's constantly evolving and fortunate to have worked at such incredible companies, which have allowed me to gain the practical experience needed to put this passion to work.

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February 10 - 11, 2021
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Jim Tincher
Tamir Bar-Haim
David Garcia
Colin Crowley
Youri Hollier