MindXchange West: Generating Customer Service Ideas

Research firm Frost & Sullivan once again held an Exec MindXchange West, this time Oct. 15-18 in Huntington Beach, Calif. Notable this year, Global Response sponsored the event and we were also members of the Customer Engagement Leadership Council.

Lots of ideas on customer service and contact centers were bandied about.  Hence, it was called the 13th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange. So, no surprise, the keynote speakers and sessions all looked well worthwhile. But here were a very few to note.

MindXchange West Keynote Speakers

First of all, Monday morning started with keynote speaker Carolyn Muise, VP, Dell. Muise’s session explored Driving Strategy via Actionable Voice of the Customer.  As billed, Muise highlighted the use of big data, first to create new leads and then, to develop customers. Hence, Muise centered on tech, info control and process, as well as how to engage workers.

Michael Cooper probed how to Be a Better Leader: Keep People Focused, Productive and Profitable Tuesday morning. So, Cooper told how adaptive leaders help in a changing world.

Lastly, the next day, Joanna MacLeod, EVP at American Express, gave the keynote. Her session looked at Delivering Great Customer Care on a Global Scale.  While it explored the ways tech and human interaction improve customer care, it also told how they reduce costs.

More Sessions at West Event

Because there were so many other great sessions and speakers, we’ve mentioned just a few here:

  • Mentor the Mentors: Bringing Out the Best in Your Managers. Bruce Pullens, Lane Bryant.
  • Bonding with Your Customer: Making Emotional Connections in a Digital Age. Anaal Patel, VP, Sparkcentral.
  • Make it Easy: Facilitating Customer Channel Preferences. Kyle Handley, Mind Body, and Chris Bauserman, inContact.
  • Omni Channel Self-Serve: Integrating Channels to Deliver a Robust Mobile App. Tommy Minta, Genesys.
  • Tech Refresh: Tools to Engage the Millennial Employee.
  • Design Your CX Through a Consumer Point-of-View. Dan Fox, Interactions.

Westward Ho!

We’re glad you made it to the event this fall. And, we were pleased to have met you there!


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