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With customers increasingly reliant on digital channels, exceptional digital-first experiences are a key differentiator. Join this virtual event to see how you can transform your service organization to make every customer interaction matter—across digital, self-service, and assisted channels.
Meet the service needs of customers throughout the lifecycle with connected data sets
Learn how you can create digital-first experiences that maximize customer happiness and loyalty while reducing service costs.
Attend for insights on how to:
Over the last year, brands moved into the digital realm, accelerating their digital transformation efforts by leaps and bounds in just a few short weeks to meet the need for all things contactless. Customers made purchases and were serviced digitally more than they’d ever been. Now, when they reach out to brands for help with their interactions or transactions, expectations are high that the service they receive—be it human or not—is personalized, effortless, and consistent. Service teams must deliver a holistic brand experience across all channels. Hear Annette’s vision for how to create a market-leading culture and mindset that enables your service teams to deliver on your brand promise, at every interaction, and through any channel.
Founder and CEO, CX Journey
Automate simple tasks and connect to customers in a familiar way so agents can use applied data to deliver outstanding service. This session will illustrate the impact modern service solutions can have on the customer service journey and how digital technologies can better position organizations to establish a competitive advantage in the service environment.
Provide great service to every customer today, and be ready for whatever comes tomorrow. Join business leaders as they share their customer service journeys and strategies to enable success across the organization.
With almost 30 years in the customer experience profession, Annette Franz, CCXP is the founder and CEO of CX Journey. She started her career at J.D. Power and Associates and spent much of the next 25 years leading consulting services for the major voice of the customer (VOC) platforms, helping clients in a variety of industries. She has also worked on client-side customer experience strategy for Mattel, Fidelity Investments, and Compellon.
Annette is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). In this book, she outlines the importance of customer understanding through listening (feedback and data), characterizing (personas), and empathizing (journey maps) to developing a customer-centric culture. Her second book, Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business, will be published by Advantage|ForbesBooks in Q1 2022. She is a Certified Customer Experience Professional (CCXP) and an official member of the Forbes Coaches Council.
Johnny Barton is head of journey, experience, and strategic solutions at Turning Point. This leading social enterprise provides health and social care services for people with drug and alcohol issues, mental health difficulties, and learning disabilities in more than 300 locations across England, including community services, primary care settings, hospitals, and prisons. Turning Point—along with the Rightsteps business-to-business, well-being brand and livelife, a direct-to-consumer therapy brand— is at the forefront of blending digital and in-person services to create journeys and experiences that help more than 100,000 people a year. Johnny is also proud to be the chair of the UK-based charity Cancer Awareness for Teens and Twenties (CATT), an organization dedicated to educating young people on the signs and symptoms of cancer and addressing health access inequalities.
Johnathon White is an Oracle B2C engineer at Razer where he uses his background in ecommerce, user experience, and graphic communications to improve the service experience for the gaming company’s customers. Prior to Razer, Johnathon worked at Eventus Solutions Group as a senior cloud engineer responsible for the development, implementation, and maintenance of omnichannel, ecommerce CRM projects. An experienced software development professional, he brings proficiency with a wide range of enterprise applications—and more than a decade of experience with Oracle Service Cloud—to all his roles.
Nik Tran is passionate about using technology to improve the customer experience. He led digital transformation for customer advocacy at Razer, earning the company first place in Laptop magazine’s Top Tech Support Showdown in 2020. Prior to Razer, Nik established a global digital support infrastructure with omnichannel support from the ground up at Western Digital. His experience with digital services and CRM systems has helped companies save money, retain customers, and improve their brand (NPS) score.
As a senior product manager at Oracle, Alice Park is dedicated to creating and communicating a service strategy focused on automation. She has partnered with go-to-market and sales teams across North America, Europe, Latin America, and Asia to deliver messaging and stories on customer experience. Previously, Alice led the Oracle B2B product marketing team for service, field service, sales, commerce, and content.
With more than 10 years in global marketing and sales, Alice brings a fresh view of customer-centric innovation strategies and technology to business leaders. She is passionate about helping customers think differently about their value chain to gain a competitive advantage and drive revenue. Alice received a BA degree in communications and global journalism and an MBA in entrepreneurship and innovation management from Drexel University.
Daniel Foppen is a director of product strategy for Oracle Service, a part of Oracle Advertising and Customer Experience. He is a storyteller, product strategist, marketer, and idea alchemist. Daniel has worked in the enterprise CX solution industry for two decades. He currently lives in Boulder, Colorado, with his wife and two daughters. In his little free time, he plays the bass and snowboards and bikes in the Rocky Mountains.
As vice president of product management at Oracle, Jeff Wartgow and his team are on a mission to predict the future, working with customers, partners, and developers to determine what technologies will deliver the next generation of service. Before joining Oracle, Jeff served as the vice president of product marketing at TOA Technologies (acquired by Oracle) and spearheaded relationships with all device, integration, service, and technology partners as vice president of channels and alliances. Jeff also spent two and a half years as a director at FTI Consulting in San Francisco where he developed the company’s first formal partner program. Prior to FTI, Jeff served seven years with Dell. During this time he managed Dell’s strategic alliances for Europe, the Middle East and Africa as well as its New Partner Evaluation program. Jeff also led Dell’s competitive intelligence team, focusing on enterprise products. With more than 15 years of experience in diverse roles across the technology industry, Jeff is an expert on mobility, predictive analytics, big data, enterprise cloud computing, technology ecosystems, partnerships and integrations, and the dynamic relationship between hardware, software and services in enterprise IT architecture.