ERCx Chats are designed to be an executive, intimate CX discussion crafted to answer the top questions in the CX space. Our speakers will range from start-up founders to Fortune 500 brand leaders delivering no fluff sessions with actionable insights you’ll be able to take back to create results and be more profitable.
Companies that foster a culture of inclusivity and creativity amongst employees, will yield better results in performance and retention. This is true throughout the enterprise, including within customer support teams. Colin Crowley, VP of Customer Experience at Freshly, knows this well. Learn valuable insights from Colin, who spent several years building strong customer teams with out-of-the-box creativity at Freshly.
Recent advancements in technology have made working from home easier for millions, and in many cases, more efficient. And during the COVID-19 pandemic, remote work has become the status quo. John Riordan, Director of Support at Shopify has been ahead of the curve for decades as a champion of remote work. Join John as he discusses his lengthy tenure of building and developing remote teams, and why remote work isn’t going away.
Learn how the nation’s leading pizza chain helped revolutionize CX through technology with one of the innovators, Aaron Nilsson. Now CIO at Jet’s Pizza, Aaron offers his take on this CX journey, and how it has helped propel sales growth during COVID-19.
Live sessions coming soon.
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Stephanie is the executive at ERC whose job it is to look at the horizon and beyond, making sure the company is pointed in the right direction. As the company’s Chief Strategy Officer, Stephanie’s focus is on innovation, growth, and increased profitability. Stephanie’s foundation in the BPO industry makes her uniquely qualified to make sure that ERC is focusing on the customer first. Her philosophy about customer satisfaction is that age-old maxim: under-promise and over-deliver. She brings a passion for making sure ERC helps its clients exceed their customer experience objectives and she brings a forward-thinking mindset to developing new and exciting ways to strive toward accomplishing those objectives. ERC wants to be at the forefront of deploying technology and innovative solutions to delight customers, maximize productivity and returns for the company and its clients.
A graduate of The University of Georgia, Michael Jones first joined The Home Depot as a Sales Associate in California in 1995. Having just celebrated his 25th anniversary in an orange apron, Mike has lived in six different states and held many roles throughout his tenure with the Company, including Store Manager, Director of Sales & Services, District Manager and Director of Tool Rental Operations. Currently, Mike serves as the Senior Director of Customer Care, a position he’s held since 2016. Within the Customer Care organization, Mike oversees business intelligence and continual process improvement, working to create an effortless customer experience for those who contact The Home Depot via phone calls and social media.