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The Road to Better Customer Experiences

Tuesday Mar 17, 2:00 PM – 3:00 PM EDT



A Look at Customer Journey Mapping in 2021

Customer journey mapping (CJM) has become quite popular over the past several years, especially in our consumer culture where customers interact on multiple channels such as phone, chat, and email. As a result, many companies have invested or are starting to invest in innovative technologies that support CJM. However, a proper CJM strategy cannot depend on technology alone. In fact, CJM is an extremely complex initiative that requires extensive planning, resources, and commitment.

Join Customer Experience (CX) experts Christa Heibel (CH Consulting Group), Laureen Peltier (Securian Financial), and Shane Jackson (Knowledge Rhino) as they discuss real-life application of CJM within their organizations or their Clients, as well as CJM hot topics such as industry best practices, Voice of the Customer, building an ROI-based business case for CJM, the importance of data analysis, and common challenges that companies face today.

 

Presenters:

Christa Heibel, CEO, CH Consulting Group

CH Consulting Group - Christa Heibel Christa Heibel, CEO, CH Consulting Group

Christa is known as an influencer and C-suite business growth and strategy expert. She has worked in the call center industry since 1992 serving in nearly every position from telemarketer to CEO. Christa’s breadth of knowledge and experience includes contact center services, customer experience, integrated sales, business development, technology, infrastructure and automation.Christa has grown and guided numerous call center operations to success, resulting in leading struggling operations back to profitability or driving successful growth strategy initiatives for investment operations.  She has launched over 15 successful new operations ranging in first-year annual revenues of $3M – $25M and worked across multiple sectors including finance/ banking, insurance, e-commerce/retail, and healthcare supporting clients from regional banks to national banks to international credit cards companies. Christa has been a key driver in the design, development, and deployment of several $30M – $100M annual corporate and political call center programs.


Laureen Peltier, Business Operations Manager, Securian Financial

Securian Financial -  Laureen Peltier Laureen Peltier, Business Operations Manager, Securian Financial

Laureen has over 20 years managing call centers as both consultant and manager. With experience in the finance, insurance, and fundraising industries, she has implemented numerous contact center technologies, including IVRs, chat, and CRMs. She has consolidated contact centers and leveraged technology, customer experience, and lean management techniques to gain the most efficiency while enhancing the customer experience. She specializes in improving productivity while lowering costs and enhancing the customer experience. She is currently managing  Securian’s enterprise contact center (a new model that consolidated contact centers across business lines).

Shane Jackson, Owner, Knowledge Rhino

Knowledge Rhino - Shane Jackson Shane Jackson, Owner, Knowledge Rhino

Shane has 25+ years of executive leadership experience providing CX strategies and contact center solutions including technology, sales and marketing, and performance management to companies across various industries including financial services, utilities, telecommunications, entertainment, home services, and more.
 
Shane thrives on change management turnarounds and strategically solving problems that fuel growth and believes businesses of all sizes can harness the power of technology to create success and improve the call center agents’ experience.
 
He is passionate about big data and helping companies improve their customer experience through the use of speech analytics and data strategies.