David Horsager – How Top CX Leaders Drive Results through Trust
David will present the case for trust and share why a lack of trust is your biggest expense. David will share insights and research from his industry-leading annual study to show leading trends and indicators of how trust is being built today – and how speech analytics gives your organization an incredible opportunity to identify, measure, and improve the trust of the customer.
David Horsager, MA, CSP, CPAE is the CEO of Trust Edge Leadership Institute, national bestselling author of The Trust Edge, inventor of the Enterprise Trust Index™, and director of one of the nation’s foremost trust studies: The Trust Outlook™.
Heather Hansen – Every Call is a Trial – Learn How to Win
Every time your team handles a call, a customer can be won or lost. Heather Hansen has 20 years of experience in the courtroom, trying complex medical malpractice cases to juries. She’ll share the tools she uses to win in the courtroom and how you can use them to win over customers using the evidence provided by CallMiner to establish better teams and customer experience. Attend this keynote presentation and leave with the tools to Win With Words™.
Heather is a communications consultant, speaker, and attorney. She has been consistently named one of the Top 50 Female Lawyers in Pennsylvania. Her communication expertise and skills have led her to appear on CNN, Fox News Channel, CBS and Sirius Radio, and she is an on-air host at LawNewz.com.
Olivier Camino – The Future of CX
Olivier will provide an overview of Sitel Group’s view on the future of customer experience. He will also address how to leverage digital recruitment and retention tactics to attract and engage employees.
Olivier Camino, Global Chief Operating Officer (COO), is responsible for all Operations and Account Management at Sitel. Since January 2016, Olivier has served as COO of Sitel Group and continues his commitment of reshaping the future of the Customer Experience Management industry. Olivier works closely with the company’s regional Operations and Account Management teams to ensure operational excellence through consistency, best practice sharing and a robust and proven global operating model.
Check out our growing list of speakers…