TRACK SPEAKERS

Critical Thinking to Keep Customer Care Agile

Dr. Ndala Booker, Founder and CEO, Ndala Live

Dr. Booker offers attendees critical thinking best practices to give all levels of your organization, from C-suite management to every valued employee, the opportunity to learn how they can greatly improve their decision-making process. With critical thinking, one can enhance performance, strengthen results, and encourage the thoughtfulness needed to build confidence in a new world of work: A world where tools & systems are used to remove the repetitive tasks from our work, leaving the more unique and critical issues for us all to address. By fostering critical thinking skills, businesses can adapt to the evolving landscape and provide more effective solutions to customer needs and prepare their teams for future challenges.

Key session takeaways:

• Why critical thinking is crucial for customer care organizations to adapt and excel in an AI-driven future
• Tools to make informed decisions and effectively address complex customer needs
• How fostering critical thinking skills can enhance communication, problem-solving, and decision-making abilities, resulting in improved customer support experiences

Dr. Ndala Booker

Founder and CEO, Ndala Live

Ndala Booker, Ed. D., has been a passionate advocate of critical thinking and academic success since 2007. Both teacher and speaker, she has presented workshops and seminars nationally and internationally, across multiple academic disciplines and different types of organizations. Her audiences find her passionate, engaging, and full of energy, as she shares vital information that, when applied, can make a great impact on a person's experience, whether academic or otherwise.

The Importance of Data in the Customer Experience

Peter Gregg, Director of Customer Care of the Americas, iRobot

How can ensuring seamless access to relevant data empower Customer Experience teams to deliver personalized and exceptional experiences for customers? Peter Gregg, a versatile leader with comprehensive experience in improving customer loyalty and organizational effectiveness, will emphasize the critical role data can play in the customer experience. Leveraging his experience in strategic planning and global operations management within companies like iRobot, eBay, General Motors, and more, Peter will highlight the value of leveraging data-driven insights to drive results and make it easier for customers to engage with organizations. See how you could harness the data that already exists within your organization to solve tomorrow's customer problems today.

Key session takeaways:

• Identifying the right data
• Leveraging trends to isolate solvable problems
• Apply solutions to prevent customer friction

Peter Gregg

Director of Customer Care of the Americas, iRobot

Peter Gregg is an award-winning Thought Leader and technologist in the CX, Customer Service, Global Operations, Tech, and Leadership domains. Known for mentoring others and providing strategic direction to Fortune 50 companies.

Peter is a versatile leader with comprehensive experience leading companies, from startups to Fortune® 100 companies. As a proven innovative – data-driven – problem solver, he is adept at introducing new technologies, IT oversight, organizational effectiveness, and implementing training programs to ensure cultural alignment and execution. ICMI has named Peter a Top Global Thought Leader for the last seven years. Peter makes it easier for customers to do business with organizations while making life better for its employees, with a focus on the core areas of results, process, and customer satisfaction, using technology to enhance CX and developing future leaders and staff to further their career and understand the “big picture.”

A Path to Predictable CX

Justin Robbins, Chief Amplification Officer, Executive Advisory Board, CX Accelerator
Nate Brown, Executive Director and Co-Founder, CX Accelerator

Join Justin Robbins and Nate Brown as they share the secrets of making customers fall in love with your organization. Based on a 2023 study of customer experience professionals, they will reveal the behaviors and systems that lead to exceptional experiences. This session will help you develop a comprehensive customer experience (CX) mindset and provide insights on defining and measuring success as a CX leader. They will share insights on how to create a memorable customer experience that fosters customer loyalty in an age where it couldn’t be more relevant. If you're looking to elevate your customer experience, don't miss this presentation filled with adventure and potential discoveries.

Key session takeaways:

• Uncover the secrets of successful organizations that make customers fall in love with them
• Develop a mindset to identify key behaviors and systems for creating exceptional CX
• Gain valuable insights on defining and measuring success in CX

Justin Robbins

Chief Amplification Officer, Executive Advisory Board, CX Accelerator

Justin Robbins began his journey in customer experience as a 12-year-old paper carrier who got persuaded into making extra cash by cold-calling his neighbors for newspaper subscriptions. Since then, He’s (quite literally) grown up through the ranks of CX in roles that included contact center and customer service operations, professional services, community management, and technology marketing. He now has over 20 years of experience in contact center and customer experience operations, has delivered keynotes, training, and consulting services for 50+ Fortune 500 companies, and appeared in NBC Nightly News, New York Times, Fox News, iHeartRadio, and Forbes. He serves as a member of the Executive Advisory Board at CX Accelerator.

Nate Brown

Executive Director and Co-Founder, CX Accelerator

Nate Brown is the Executive Director and Co-Founder of CX Accelerator, a non-profit community for Customer Experience professionals. As such, he loves all things customer. His sweet spot is helping employees to understand the customer journey and how they play a role in improving it. He’s well versed in a variety of CX disciplines, including journey mapping, survey process and analysis, voice of the customer programs, employee engagement and many more. As both a practitioner and a consultant inside of many world-class organizations, Nate lives out his passion of learning new ways to make Customer Experience stick!