We had a full slate of fantastic clients sharing experiences and best practices at our annual conference, Engage21.

Luckily, we have recordings of all their presentations, and I highly recommend that you take some time to watch some or all of these sessions. These people are doing exciting, innovative work in the CX field, and we all have a lot to learn from them.

Register now for On-Demand access

 

A Conversation about XM Leadership with Atlantic Union Bank

Atlantic Union Bank is a $17B full-service bank based in Richmond, Va. We welcomed Jason Huffman, Senior Vice President and Director of Customer Experience to talk about what it takes to create a holistic CX program with support across the organization.

Jason has been involved in the CX industry for more than two decades and has had a front-row seat as the discipline really matured.  He also said navigating the last 15 months of the pandemic as “economic first responders” has been the most challenging and rewarding of his professional life.

 

How Costco Uses Direct and Indirect Feedback to Thrive Through Change

After the most tumultuous year for retail in the last century, Costco took the top spot in our annual Verint Experience Index: Retail Edition, beating out perennial favorites like Amazon, Target, and Apple for the top spot.

How did they do it? Jamie Abernathy, Director of Staff at Costco, joined us to share how Costco continues to thrive in a continually changing retail landscape by staying true to their core values and nurturing quality experiences for members, employees, and suppliers.

 

Moving from Insights to Action to Change with Cox Communications

A mature organization has a wealth of customer experience (CX), operational, and transactional data. The real challenge is pulling this data together into a coherent picture of the different customer journeys and driving change.

Karen Rudner, an experienced CX strategist at Cox Communications, told us how her team transformed their CX program from a traditional source of customer feedback to an agency of change within an organization.

 

Shoe Carnival: A 90 Day Transformation

At Shoe Carnival, unacceptable wait times and frustrated customers during the beginning of the pandemic illuminated the need to make an immediate change in the company’s customer service partner.

David Hudspeth, Customer Service Manager at Shoe Carnival, shared how he:

• Shaped an entirely new program
• Stood up a new customer service partner
• Created a customer service program and standard operating procedure based on customer feedback.

 

UGI Utilities: Creating a Customer-Driven Experience During a Crisis

Utilities are used to dealing with crises. There are constant weather events that take power out and result in huge call volume to the contact center. UGI Utilities is a natural gas and electric utility serving more than 700k customers in Pennsylvania and Maryland.

We were joined by Kathy Iglar, customer experience (CX) lead and Erica Komorosky, the manager of the customer communications center. Kathy and Erica gave us great insights into how they were able to leverage customer feedback to ensure that the customer experience didn’t suffer, even as the global pandemic was raging. Watch now at Verint.com/Engage!