The CX Leaders’ Virtual Series

An exclusive virtual discussion for IT and CX leaders in the United States

Hosted by Ada Support, the CX Leaders’ Virtual Series offered an intimate online forum for executives responsible for CX, IT and Marketing across the United States.

Our discussions are designed to be very inclusive and interactive, ensuring to leverage the wealth of experience from your senior peers.

The Future of Retail: CX in 2021 and beyond

The past year has fueled innovation in customer experience. As an estimated 65% of customers will abandon a company after a negative interaction, industry leaders are taking stock of their CX goals and researching tools that can best help achieve them. 

In 2021, successful companies will rely on the intelligent automation of their contact centers designed to handle unprecedented amounts of queries while saving costs, improving CSAT, and ultimately turnout. These solutions can also empower customers by providing higher personalization and self-service options, freeing customer service agents for more valuable brainwork and human-to-human communication.

  • How can AI and automation boost CX and drive profit?
  • What innovative solutions can best speed up and simplify operations whilst dealing with unprecedented amounts of queries?
  • What changes in CX can help improve CSAT scores?

10:55 am: Guests to check-in online
11:00 am: Welcome by The Ortus Club
11:10 am: Introduction of participants and short address from Ada
11:20 am: Discussion instigated by the moderator and continued by the group
12:30 pm: End of session

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1:55 pm: Guests to check-in online
2:00 pm: Welcome by The Ortus Club
2:10 pm: Introduction of participants and short address from Ada
2:20 pm: Discussion instigated by the moderator and continued by the group
3:30 pm: End of session

Ada was built by founders Mike Murchison and David Hariri, with the understanding that live agents have more to contribute in responding to frequently asked questions and appreciation of a customer-eccentric approach. 

Ada focuses on customer service that is not only authentic and simple but efficient and scalable. Thus, ultimately launching an on-demand, self-service support, with the knowledge that they could deliver a product that would offer a highly personalized and engaging opportunity for automation across the customer journey.

Wednesday, 27th of January, 2021

11:00 AM / 2:00 PM EST

Attended by:

CEO and Managing Director at Secret Escapes
CCO at Marley Spoon
Managing Director at Volvo Car
Head of Customer Service at Four Sigmatic
Head of Customer Service at On 
Head of Customer Growth at Ace & Tate
Head of Concept at Douglas
VP of Consumer Experience at Design Within Reach
Executive Director at The Estée Lauder Companies Inc.
Director of Customer Experience at Grupo Devlyn
Director of Customer Experience at Foot Locker
Director of Customer Experience at TrueCar, Inc.
Director of Customer Loyalty at Dell
Director of Customer Success at Kyruus
Director at The Estee Lauder Companies
Sr. Manager of Process Optimization at The Home Depot 
Sr. Manager of Customer Care at The Home Depot
Sr. Manager of Customer Insights at Walmart
Sr. Manager at The Home Depot 
Manager of Customer Experience at musicMagpie
Manager of Customer Service at Patagonia
Manager of Customer Service at Booking.com
Manager of Customer Service at MacDermid Graphics Solutions
Manager of Team Customer Experience at Catawiki
Manager of Clienteling at Acne Studios
Manager at Nissan Motor Corporation
Manager at Toyota 
Manager at Coast Wholesale Appliances Inc.
Sr. Analyst at Academy Sports + Outdoors

Hosted by:

Martie BautistaThe CX Leaders’ Series