Customer Service 2020: The Future of CX
06/16/2020
Summit Overview

It’s no secret that the world has changed dramatically in the past six months, leaving many organizations to question if their customer experience strategy is set up for success today, tomorrow, and for the future.  

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Customer Service 2020: The Future of CX Agenda:

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9:00am PT: Welcome Keynote: The evolving approaches to CX desired by businesses and consumers

9:30am PT: Fireside Chat with Mara Castro, Head of Experience @ Warby Parker  

9:55am PT: Stella Connect & Gladly end-to-end demo

10:15am PT: The future of CX breakout sessions

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Speakers

Mara Castro

Head of Customer Experience @ Warby Parker

Mara Castro leads the Customer Experience team at Warby Parker, a transformative lifestyle brand that offers designer eyewear at a revolutionary price, while leading the way for socially conscious businesses. With a background in non-profit and leadership development, she began as Warby Parker's first employee and is currently Senior Director of the Customer Experience team, where she oversees customer experience strategy, order management, customer engagement through phones, emails, sms, live chat and social media, and customer experience product management. 

Mike McCarron

VP of Customers @ Gladly

Mike is Vice President of Sales and Customers at Gladly.  Before joining Gladly, Mike was an early member of the executive team at MobileIron, a pioneer in the enterprise mobility market, where he grew the Customer Success team from 2 to 125 members. With a strong technical background and over 20 years of hands-on implementation experience at companies including Vontu, Symantec, Connectify (acquired by Kana), Kana and Booz Allen Hamilton. Mike brings the right combination of leadership and experience to deliver a legendary customer experience.  

Alex Richards

Partnerships & Sales Engineer @ Stella Connect

Alex Richards oversees and partnerships at Stella Connect. He is an experienced technology leader, with over 12 years of SaaS experience, having previously built and led professional services, training, and implementation teams for various advertising and technology companies, including WPP and Apple.

Justin Cruz

Senior Client Success Manager @ Stella Connect