Empathy: The Key to Great CX During the COVID-19 Crisis

ABOUT THIS WEBINAR
The Coronavirus has become the focus of everyone in the world, including your customer. An atmosphere of apprehension and isolation means your digital channels must be more emotional attuned than ever.
Take control of your CX during this unprecedented time with our online webinar, hosted by some of the top-minds in CX and digital transformation.

Hear how you can:

● Build empathy into the core of your digital customer interactions
● Create confident and trustworthy interactions
● Enhance VoC and Employee feedback system to create promoters for life
● Understand employee emotions to deliver great CX during the pandemic
● Focus on delivering clear cross-channel communication
● Use technology to hone into customer sentiment and adjust your digital CX appropriately
AGENDA
  • 1:00 PM Case Study: Operationalizing Empathy in Customer-Facing Teams Colin Crowley, VP of Customer Experience, Freshly
  • 1:30PM Panel: Delivering a Human Digital Customer Experience During the COVID-19 Pandemic | Greg Melia, CEO, CXPA; Andrea Penn, Director of Client Experience, KeyBank; Colin Crowley, VP of Customer Experience, Freshly; Kent Lawson, Executive Director of Brand & Customer Experience, Blue Cross Blue Shield Association; Rich Wilson, Global CX Leader, Kimberly-Clark Corporation
ADDITIONAL INFO
  • Duration: 1 hour 30 minutes
  • Price: Free
  • Language: English
  • Who can attend? Channel subscribers only
  • Dial-in available? (listen only): Not available.
FEATURED PRESENTERS
  • A

    Andrea Penn

    Director of Client Experience, Keybank
    Full Profile
  • Webinar hosting presenter Marjorie M

    Greg Melia

    CEO, CXPA
    Greg Melia, CAE is an innovator and leader dedicated to advancing associations. Greg was appointed by the Customer Experience Professionals Association as their first full-time CEO in April 2019. CXPA is the premier global non-profit organization...
    Full Profile
  • Webinar hosting presenter

    Colin Crowley

    VP of Customer Experience, Freshly
    Colin has spent over 10 years in senior leadership roles in e-commerce customer service and is proud to be the inaugural VP of Customer Experience at Freshly, where he directs a 200-person department across fivelocations in the United States and...
    Full Profile
  • Webinar hosting presenter

    Kent Lawson

    Executive Director of Brand & Customer Experience, Blue Cross Blue Shield Association
    Kent Lawson brings over 20 years of experience in consumer experience and human-centered design to BlueCross BlueShield Association where he currently leads the Consumer Experience (CX) team.

    Prior to joining the Association, Kent worked in...
    Full Profile
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