The CX event of 2020: get in the game!

Rob Siefker, Sr. Director of Customer Service at Zappos

Rob Siefker, Senior Director of Customer Service, shares how WOW service is driven by engaged and empowered employees. Zappos Customer Loyalty Team members are trained to go above and beyond for their customers and create WOW experiences. Rob will speak on how Zappos hires for culture based on their 10 core values, and how happy and engaged employees create memorable, story-worthy experiences for their customers.

Track 1: Stella Stories

Product Roadmap

Needless to say, 2020 has been quite the year, and especially so for Stella Connect! Curious to see what we have in store for the future? Hear from Suraj Savalia, Stella Connect's Director of Product, on what 2021 (and beyond!) holds for the product.

Building a Feedback-Driven Culture at ESPN

Not only is feedback beneficial for employees, but it benefits the organization as well. In essence, creating a feedback-driven culture is in everyone’s best interests. Hear from Micah Citti, Manager of Customer Operations, and Jennifer Lien, Associate Manager, Fan Support, at ESPN, on how ESPN has built and maintained a feedback-centered culture for their CX team.

Track 2: Partners Present

Knowledge-Driven Culture and How it Influences CX

The ability to access information quickly is crucial but with ever-changing products and quickly scaling customers, it becomes more difficult to keep up. Join Guru, FabFitFun, and Brex to discuss how by creating a knowledge-driven culture, CX teams will be able to focus on delivering the best experiences possible for each and every customer interaction.

Adapting and Pivoting with Your CX Team

CX is constantly evolving. So it is important to be nimble and agile with changing needs & expectations, but that in itself can be challenging. Join Zendesk’s VP of Global Customer Success, Teresa Anania, for a fireside chat with Brian Kale, Head of Customer Success at Novo, on how her team has been able to adapt and pivot their Customer Success & CX strategy over time.

Track 1: Stella Stories

How SmartPak Uses QA to Drive Team Performance

Join Stefanie Wimp, Quality Assurance Team Leader at SmartPak, as she dives into the value of having a streamlined QA processes, and how to use QA to build better agent coaching and training programs.

Why Quicken Loans is Obsessed with Finding a Better Way to Delight Customers

Learn from Dre Allen, Senior Director of Business Strategy at Quicken Loans, about how Quicken Loans is focused on creating better customer experiences and driving innovation in CX through partnerships.

Track 2: Partners Present

Modern Solutions for Virtual Contact Centers

While virtual contact center solutions had been growing over the past decade, the recent pandemic has increased the need for virtual solutions beyond anyone’s wildest imagination. In this session, Kustomer, NexRep, and Sweetgreen will explore those needs, the challenges companies faced bringing agents home, and solutions that include cutting edge CRM and virtual agents in the ever demanding home food delivery vertical that have proven effective.

Using Survey & QA Data to Drive Better Training

Join Lessonly for a conversation on the relationship between QA & training. They'll touch on how training decisions are made, what quantitative data is used to drive training, what your agents may think about the process, and how to actively monitor results for continued improvement.

On Hold with John and Ramon

Hang out On Hold with John Ernsberger (Co-Founder and SVP of Client Services at Stella Connect) and Ramon Icasiano (SVP of Customer Experience at Earnin)! Two CX professionals who don't phone it in. For this special recording of their podcast, John and Ramon will be joined by Dave Harris, Vice President of Customer Care Operations at Walmart.

Transforming Player Satisfaction

Let's talk GAMING! Delivering player experiences that increase player happiness is more important than ever. Within the last year, companies have had to shift their mindsets to get players back to playing the games they love. For Officium Labs, this required a complete revamp of how they thought about, managed, and treated players on a daily basis. Join Jerry Lesiure, Founder & CEO of Officium Labs, and John Pompei, Former Head of Global Player Experience Operations at Electronic Arts, to learn how to create a legendary experience transformation and increase CSAT.

A Conversation with Elaine Welteroth

As the youngest person and the second African-American ever to hold the editor in chief title in Condé Nast’s 107-year history, Elaine Welteroth knows a thing or two about changing the story and leveling up her career. Elaine will be joined by Stella Connect's VP of People, Julie Li, for an exclusive fireside chat.