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Get in the game!

October 14, 2021 | Online
Save Your Spot
We're Back!

Let's go! Level Up is back and better than ever for 2021! We're coming together again to celebrate the resilience and innovation of CX and customer service professionals just like you.
 
We'll be featuring stories from the Stella Connect customer family, a powerful keynote highlighting the intersection of diversity, inclusion, and customer service, "heard it here first" product updates from the Stella Connect team, and exclusive networking opportunities. 
 
Are you ready to level up?

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The 2021 Stelly Awards

Want to get the party started early? The 2021 Stelly Awards recognize and celebrate stellar teams and individuals that have Leveled Up their customer experience organizations this year. Join us on October 13th for The Stelly Awards show to congratulate our winners (or be congratulated)!

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Best virtual event I have attended... Great content and great choice of speakers. Great platform... The Stella Team rocked this event.

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Level Up 2020 Attendee

Speakers

ReneCarayol_150
René Carayol
EVP of Environmental, Social and Governance
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AntoniPorowski_150
Antoni Porowski
Star of Netflix's Queer Eye
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KeithBarry_150
Keith Barry
World-renowned mentalist & magician
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MonteWilliams_150
Monte Williams
Vice President of Customer Experience
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KarenDarling_150
Karen Darling
Regional Director
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LaurenJackman_150
Lauren Jackman
SVP, Diversity, Equity, Inclusion & Belonging
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monika Grzadka_1
Monika Grzadka
CX Operations Team Manager
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JacobWebber_150
Jacob Webber
Regional Director, Client Success EMEA
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MoatazElagizi_150
Moataz Elagizi
Global Chief Experience Officer
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MichelleCollins_150
Michelle Collins
Senior Manager, Client Success
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KateHamilton_150
Kate Hamilton
Global Customer Experience Manager
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TimPomer_150
Tim Pomer
Director of Client Success
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BenSegal_150
Ben Segal
Senior Director of CX
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LizKeys_150
Elizabeth Keys
Director, Product Management
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JustinCruz_150
Justin Cruz
Director of Client Success
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WilliamBarthe_150
William Barthe
Manager, Customer Support
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JesseHolcomb_150
Jesse Holcomb
Client Success Manager
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JoshuaLaMarche_150
Joshua LaMarche
Head of Customer Support
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RohanKapoor_150
Rohan Kapoor
Partnerships Manager
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Kaitlyn Bate
Kaitlyn Bate
Senior Director, Global Customer Experience Strategy
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DanielRood_150
Daniel Rood
Head of Product Marketing
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Joe Ciuffo
Joe Ciuffo
Senior Product Marketer
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JeffAllison_150
Jeff Allison
Head of Customer Experience
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AndrewForbes_150
Andrew Forbes
Director of Product Marketing
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Beatrice Casanova
Beatrice Casanova
Sr. Director of Product Management
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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! Visit our virtual expo hall to learn about the best in CX tech with exclusive content programmed by our partners.

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EMEA Focused Content

Tuning in from EMEA? We've got you covered! Our conference pre-show content is just for you. You'll hear from Stella Connect clients from across EMEA, and get the chance to attend an exclusive networking event to connect with CX pros in your region.

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Stella Connect Product Updates

Get a recap of what we've been up to in the last year, and a sneak peek at what's to come!

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Killer Keynote

An opening keynote that you won't want to miss!

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Next Level Networking

Connect with CX and customer service pros from around the globe during 1:1 speed networking and our after-party events.

Agenda

(EMEA Content) Welcome & Opening

Jacob Webber, Regional Director, Customer Success, EMEA

Our Regional Director of Customer Success, EMEA will welcome everyone to our EMEA programming.

9:00 AM - 9:15 AM EDT

(EMEA Content) Unlocking the Secrets to Remarkable Customer Experiences in a Digital Age

With Rain, YuMOVE, and Treatwell

Join Moataz Elagizi, Global Chief Experience Officer at Rain, Kate Hamilton, Global Customer Experience Manager at YuMOVE, and Monika Grzadka, Customer Experience Operations Team Manager at Treatwell, as they dive into how their teams deliver great customer experiences for modern digital customers. They’ll be sharing best practices for creating a culture of visibility, the value of focusing on quality over quantity, and the importance of humanized customer service for driving loyalty.

9:15 AM - 10:00 AM EDT

(EMEA Content) Magic & Brainhacking with Keith Barry 🧠

As seen on Ellen!

Join us for an interactive magic & brainhacking experience with world-renowned mentalist, magician & subconscious mind specialist Keith Barry.

10:00 AM - 10:45 AM EDT

1:1 Speed Networking + Virtual Expo

Sign in early (or stick around) for an hour of video networking with CX pros from across the globe, and browse our virtual expo hall to check out our CX tech partners!

11:00 AM - 12:00 PM EDT

Opening Remarks + Product Announcements

We'll officially kick off our main conference with opening remarks from Stella Connect and some "heard it here first" product announcements.

12:00 PM - 12:30 PM EDT

Enabling Every Voice to Be Heard: How Inclusion Creates Great Customer Service

René Carayol MBE will be taking the stage as our opening keynote to discuss the intersection of D&I and customer serviceand why enabling every voice to be heard will always result in better customer experiences.

12:30 PM - 1:15 PM EDT

Lessons on Building the Ultimate CX Tech Stack with Pair Eyewear

Ben Segal, Director of CX at Pair Eyewear

Without the proper tools and resources at their disposal, your support team can’t succeed. That’s where your tech stack comes in. Hear from Ben Segal, Senior Director of CX at Pair Eyewear, as he shares how his team implemented their CX tech stack from scratch, best practices for building your own, and insight into picking the right tools to create great customer experiences.

1:15 PM - 1:45 PM EDT

Break

Take this time to grab a snack, network, or check out the virtual expo hall!

1:45 PM - 2:00 PM EDT

Using QA to Create a Culture of Visibility (and Recognition) at Eaze

William Barthe, Manager of Customer Support at Eaze

Is your QA program moving the needle to drive customer satisfaction and agent improvement? Hear from William Barthe, Customer Support Manager at Eaze, to learn how his team uses QA to maintain a holistic view of team performance, highlight agent successes, and share customer feedback across the organization.

2:00 PM - 2:30 PM EDT

Turning Customer Service Interactions Into Insights: Why Customer Feedback is Key at Gong

Josh LaMarche, Head of Customer Support at Gong

Customer insights can be extremely powerful, but they’re only effective if the data that’s gathered is organized, up-to-date, and - most importantly - actionable. Join Josh LaMarche, Head of Customer Support at Gong, for a deep dive into how his team is capturing - and acting on - customer feedback to streamline internal operations, drive bottom-line business value, and create raving fans.

2:30 PM - 3:00 PM EDT

Partners Present

Concurrent Sessions

FIVE9: How Leveraging Real-Time Voice Data Can Better Improve Your Customer and Agent Experience

FRESHWORKS: Keeping Agents at 💯 in a Hybrid Workspace

GLADLY: Evolving your CX from Tickets to Conversations

GORGIAS: How to Nail Customer Support in 2021

ZENDESK: Combining Zendesk and Stella Connect for a World-Class Customer Experience with The Black Tux

3:00 PM - 3:30 PM EDT

How Avocado Inspires Passion by Fostering a Culture of Engagement, Empowerment, and Accountability

Monte Williams, Vice President of Customer Experience at Avocado

For modern businesses, the customer experience and the agent experience go hand-in-hand; to improve one, you need to improve the other. Join Monte Williams, Vice President of Customer Experience at Avocado, for a conversation on how to create a culture of agent engagement, empower your team to reach new heights, and create better brand experiences with customer feedback.

3:30 PM - 4:00 PM EDT

Cocktails with Antoni 🍸

Cocktail Class and Q&A

Antoni Porowski, star of Netflix's Queer Eye and New York Times Bestselling Author, will take us through a cocktail class followed by a Q&A!

4:00 PM - 4:30 PM EDT

After Party 🎉

Networking, Expo & Photobooth

Stick around to continue networking with attendees & partners!

4:30 PM - 5:00 PM EDT

Get in the Game!

Save Your Spot

Premier Partner

Thanks to All Partners