Exchange Day 3

7:30 AM - 8:30 AM Networking Breakfast

8:30 AM - 8:45 AM Chairman’s Opening Remarks

8:45 AM - 9:15 AM Opening Address: Driving Superior Customer Satisfaction through People

Amar Sidhu, Senior Vice President - Client Services, ADP

img

Amar Sidhu

Senior Vice President - Client Services
ADP

9:15 AM - 9:45 AM Case Study: Building World Class Customer Support for a Non Tech Company

Camille Nesbitt, Vice President, National Customer Relations, Meritage Homes

img

Camille Nesbitt

Vice President, National Customer Relations
Meritage Homes

9:45 AM - 10:15 AM Business Meetings

10:15 AM - 10:45 AM Business Meetings

10:45 AM - 11:15 AM Networking Break

11:15 AM - 11:45 AM Case Study: VOC - The Importance of Focusing on “WHY”

11:45 AM - 12:15 PM Closing Address: Measure, Monitor and Improve Customer Service Effectiveness

Jennifer Pensa, Vice President, Contact Center and Customer Experience, WSFS Bank

img

Jennifer Pensa

Vice President, Contact Center and Customer Experience
WSFS Bank

12:15 PM - 12:45 PM Exchange Concludes