Save Your Spot

The CX event of 2020: get in the game!

October 13, 2020 / Online
Save Your Spot
5, 4, 3, 2, 1…

Let’s go! We are kicking off the end of 2020 (see ya!) with a day-long summit recognizing the resilience of CX professionals just like you.

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. Let’s get together to celebrate how the best in the biz 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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Ramon Icasiano
Ramon Icasiano
SVP of Customer Experience
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Rebeca Marx
Rebeca Marx
Operations Training Lead
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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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Chris Esposito
Chris Esposito
VP of Sales
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Brian Kale
Brian Kale
Head of Customer Success
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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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Teresa Anania
Teresa Anania
VP of Global Customer Success
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What's in Store

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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!

Agenda

11:30 AM - 6:15 PM ET

Networking

1:1 Speed Networking and Virtual Expo

11:30 AM - 12:00 PM ET

Welcome & Introductions

12:00 PM - 12:15 PM ET

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.

12:15 PM - 1:00 PM ET

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 Sura Savalia, Stella Connect's Director of Product, on what 2021 (and beyond!) holds for the product.

1:00 PM - 1:30 PM ET
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.

1:30 PM - 2:00 PM ET
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.

1:00 PM - 1:30 PM ET
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.

1:30 PM - 2:00 PM ET

Networking Break

1:1 Speed Networking and Virtual Expo

2:00 PM - 2:30 PM ET

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.

2:30 PM - 3:00 PM ET
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.

3:00 PM - 3:30 PM ET
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.

2:30 PM - 3:00 PM ET
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.

3:00 PM - 3:30 PM ET

Networking Break

1:1 Speed Networking and Virtual Expo

3:30 PM - 4:00 PM ET

Live Podcast Recording

On Hold with John and Ramon

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

4:00 PM - 4:30 PM ET

Closing Keynote Speaker

4:30 PM - 5:15 PM ET

Closing Party Events

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!

5:15 PM - 6:15 PM ET
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.

5:15 PM - 6:15 PM ET

Register now

Let’s get together to take CX strategy to the next level.

Save Your Spot

Thanks to our partners