Loading Events

« All Events

  • This event has passed.

Accelerate Contact Center Innovation With Design Thinking – New York City

March 12 @ 8:00 am - 4:00 pm EDT

$1,495

Bootcamps

Accelerate Contact Center Innovation With Design Thinking — New York City Sponsored by Pega & Eventus

Thur, March 12, 2020
8:00 am to 4:00 pm EST
New York
Manhattan/Times Square
1033 6th Ave
New York, New York 10018

 

 

Regular Ticket:

$1,495

Accelerate Contact Center Innovation With Design Thinking — New York

Sponsored by Pega & Eventus
Empowered customers now expect to seamlessly interact with your contact center through multiple channels, and demand unprecedented levels of service and personalization.  To meet this demand, Customer Service executives must transform their contact centers to deliver service excellence through every customer interaction, across every channel.
Build Your Customer Service Innovation Muscle
This full-day bootcamp is an exclusive event for Customer Service executives who need to define and deliver contact center transformation. In this interactive session, you will learn how to use Design Thinking as a secret weapon to accelerate contact center innovation and keep customers at the heart of your transformation. Participants will learn:

  • Why Contact Center 3.0 is driving the next wave of customer service innovation
  • How to create a shared vision for customer service innovation through IT and business alignment
  • New Design Thinking practices to frame your strategic roadmap for Contact Center transformation
  • To use cost-neutral funding models that deliver high-impact innovation
Takeaways
  • One month of complimentary follow-up one-on-one coaching and mentoring
  • Customized Contact Center of The Future blueprint
  • On-line access to exclusive design thinking and contact center transformation resources
Workshop Lead Facilitators

Clay Richardson - Digital Fastforward - Chief Excelerator

Clay Richardson

Chief Excelerator, Digital FastForward

Clay is the co-founder of Digital FastForward. He has spent most of his career helping leaders build and execute strategies around new disruptive technologies. Formerly with Forrester Research, a leading market research firm, Clay oversaw research and client advisory projects focused on digital innovation, digital automation, Design Thinking, and Lean Startup practices. Clay is a frequent keynote speaker at digital innovation events and conferences.

Craig Tobin

Managing Director, Eventus

Craig Tobin has extensive expertise in call and contact center operations, business development, business transformation, e-Commerce and healthcare. He holds 24 years of executive leadership with Fortune 500 organizations and private equity firms.
Craig spent the early part of his career with GE, where he managed businesses in excess of $200M which included the leadership of global contact centers and back office operations. Craig then served as Regional CEO for Oxford Health Plans, where he was responsible for building the company’s back-office operations from inception to 3,800+ employees and launching Oxford’s HMO during the company’s growth from $200M to $3.5B in revenue.
He then took on sales and marketing executive roles with TeleTech Holdings, Equitant, Accretive Commerce and Accenture, where he was responsible for developing strategic outsourcing relationships valued in excess of $1.5 billion working with Fortune 500 companies. Prior to joining Eventus, Craig was Managing Director for Accenture´s New Businesses organization that focused on incubating new business within the firm that could leverage technology-based solutions to improve the revenue-per-employee model.
Craig holds a BA in Industrial Engineering from Northeastern University and graduated from the GE Executive Corporate Management Program.
In Partnership With:
Digital FastForward Partners: Experience Point / Ideo
Digital FastForward Partners: Experience Point / Ideo
Digital FastForward Partners: Experience Point / Ideo
Thursday, March 12, 2020
8:00 AM to 4:00 PM EST
New York
Manhattan/Times Square
1033 6th Ave
New York, New York 10018

Registration:

   $1,495

Details

Date:
March 12
Time:
8:00 am - 4:00 pm EDT
Cost:
$1,495
Website:
https://digitalfastforward.com/event/accelerate-contact-center-innovation-with-design-thinking-new-york-2020/

Organizer

Digital Fastforward, LLC
Email:
events@digitalfastforward.com
Website:
http://digitalfastforward.com/

Venue

Residence Inn Manhattan/Times Square
1033 6th Ave
New York, NY 10018 United States
+ Google Map