Customer Experience (CX) - whose job is it anyway? Quite simply, a successful customer experience is owned by the CEO and driven by executive leadership from all departments.
Join contact center industry expert, Christa Heibel, as she talks about how contact center executives can best utilize their internal and external resources to enhance customer service and the customer experience. She will discuss the link between the CEO and CX, why executive leadership is crucial for CX growth, and how CEO and practical ways that executive leadership can take responsibility.
This includes strategic and tactical ways to lead CX from an executive level such as driving leadership development, employee engagement, and consistent feedback from both customers and employees.
Christa Heibel has been a driving force in the contact center industry for the past several years, known widely as an influencer and C-suite business growth and strategy expert. Christa leads CH Consulting Group, a nationwide network of Customer Experience Consultants who specialize in the Omni-Channel Contact Center.
Christa brings 25+ years of customer experience and omni- channel contact center experience to the table where she has successfully developed, implemented and managed numerous contact center operations and programs across the U.S. She has cultivated a career marked by her passion for helping businesses reach their full potential using a holistic approach that recognizes the success of an organization lies in the strength of its people, processes and technology.
She is known widely for her "back-to-the-basics" leadership, operational management, process development and training.