The CX event of 2020: get in the game!

1:1 Speed Networking and Virtual Expo

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 Sura 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. 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.

1:1 Speed Networking and Virtual Expo

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.

1:1 Speed Networking and Virtual Expo

On Hold with John and Ramon

Join two CX Podcast pros that don't phone it in. Special guest to be announced soon!

Virtual Mixology Class

You provide the ice, we'll provide the rest! Sign up for this event to become a master mixologist. Each attendee will receive the full kit of ingredients and supplies shipped directly to their doors. Spots are limited and registration closes September 18th!

Bar None Trivia

If you miss in-person bar trivia with your friends - this is the event for you! Bar None hosts an interactive four rounds of out-of-the-box trivia questions that are sure to stump and entertain. Did we mention there will be prizes? There will be prizes.