Good coaching depends on reliable and consistent feedback. It also mandates a commitment to a shared set of values, ideals, goals and standards. This commitment must be held by all levels of the organization, valued as investment worthy, and appreciated for its ability to propel the company towards greater customer loyalty.
• Crafting a philosophy document – easier than you think and WAY more important than you realize!
• Coaching the coaches – training is important at all levels
• Mentorship and coaching for performance – two sides, same coin.

Table 1: Getting Buy-In and Alignment For Your CX Efforts
Janna Kimel, Director, Customer Experience, Regence Blue Cross Blue Shield of Oregon

Table 2: Connecting CX To Business Outcomes
Stacey Nevel Director, Customer Experience Consulting

Table 3: How to Win with Millennial Families
Ron Coughlin, President, Strottman International
Katie McCarthy, Consumer Insights Analyst, Strottman International

Table 4: Telling Customer Stories To Enlist Stakeholder Buy-In
Barbie Fink, Customer Experience Transformation Leader, Adobe Systems

Table 5: Building Customer Experiences In The Cloud
David Jackson, CEO and Co-Founder, Clicktools - a CallidusCloud company

Table 6: Gaining Speed with Analytics
Colby Renae Hanks, Former Online Analyst, The Estee Lauder Companies

Table 7: Drive lifetime value through continuous connection with an “always in their pocket” engagement strategy
Karen Konkel, Customer Engagement Specialist, LivePerson

Table 8: Achieving The Best Customer Engagement Across All Channels
Janet Iams-Shannon, WW Sales Leader for Web Experience Solutions, IBM

Table 9: The Philosophy of Coaching And Performance Feedback
Christina Colligan, Supervisor, ZCLT, Zappos Family of Companies