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CEC Power Hour | Customer Connections: Brands, Processes, and Creating Empathy at Scale
One of the more important lessons organizations learned in 2020 was that customer experience is perhaps the most important challenge when it comes to building a brand, driving revenue, and maintaining a competitive edge in a business environment that has changed dramatically. This is true for both the consumer and business-to-business markets, as customers make purchase decisions based on engagement experience and partnerships with B2B suppliers are re-evaluated. While having the right technology solutions are key, an organization’s focus on people, culture, product or service relevance, and the effective use of data intelligence will ultimately determine who wins and who loses in the battle for customer mindshare.

This session will focus on such key trends as customer self-service, transparency in customer service, creating hyper-personalized experiences, and building connections with customers through technology and engagement soft skills. The discussion will feature IT leaders who are skilled at customer experience tactics that have been sharpened and amplified as pandemic and economic recovery continue in 2021, including Kiran Vankamamidi, Group Vice President & CIO at Driscoll's and Erika Walk, Senior Director, Digital Business Services at Waste Management.

Jun 10, 2021 02:00 PM in Eastern Time (US and Canada)

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