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The CX event of 2020: get in the game!

October 13, 2020 / On-Demand Now
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5, 4, 3, 2, 1…

Let’s go! We kicked off the end of 2020 (see ya!) with a day-long summit recognizing the resilience of CX professionals just like you, and it was one for the books!

Throughout the year we’ve heard stories from the CX community of teams adapting, evolving, and growing, even as the world around us spiraled out of control. Sign up for the recordings to see how we celebrated by learning from best in the biz about how they have been able to take their CX strategy to the next level - and how they’ll continue into 2021.

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It was extremely helpful to connect with similar CX teams from comparable companies to discuss our strengths, our learnings, and most importantly, our struggles, & how we overcame them."

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Jack Lorentzen
Customer Experience Manager
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The players

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Rob Siefker
Sr. Director of Customer Service
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Elaine Welteroth
Elaine Welteroth
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Leanna Nazzisi
Leanna Nazzisi
Manager, Customer Operations
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Rebeca Marx
Rebeca Marx
Operations Training Lead
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Ramon Icasiano
Ramon Icasiano
SVP of Customer Experience
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John Pompei
John Pompei
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Micah Citti
Micah Citti
Manager of Customer Operations
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Jennifer Lien
Jennifer Lien
Associate Manager, Fan Support
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Liis Saar
Liis Saar
Director of CX Tools & Systems
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Meg McGrath
Meg McGrath
Senior Customer Success Manager
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Vikas Bhambri
Vikas Bhambri
SVP Sales and CX
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Matt Lubbers
Matt Lubbers
Director of Partnerships
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Leslie Stretch
Leslie Stretch
CEO
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Vache Moroya
Vache Moroya
Senior Director of Product Management
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Chris Esposito
Chris Esposito
VP of Sales
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Brian Kale
Brian Kale
Head of Customer Success
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Jerry Leisure
Jerry Leisure
Founder and CEO
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Stefanie Wimp
Stefanie Wimp
Quality Assurance Team Leader
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Jennifer Duguay
Jennifer Duguay
Director of Customer Experience
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Dre Allen
Dre Allen
Senior Director of Business Strategy
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Dave Harris
Dave Harris
Vice President, Customer Care Operations
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Teresa Anania
Teresa Anania
VP of Global Customer Success
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What You'll Get

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Stella Stories

Hear from the Stella Connect client family on how they've leveraged Stella to level up their team performance and CX strategies.

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Partners Present

We've got some of the best tech partners out there, and we want you to hear from them! Tune in for exclusive panels hosted by leaders in CX tech.

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Stella Connect Product Updates

Get a sneak peek into our upcoming product roadmap.

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Killer Keynotes

Keynotes from special guest speakers that you won't want to miss!

Content

Opening Keynote: Inspire Employee Happiness and Engagement to WOW Your Customers

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.

Choose Your Own Adventure:

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.

Choose Your Own Adventure:

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.

Choose Your Own Adventure

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.

Closing Keynote: More Than Enough

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.

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