Micah Solomon

Author, High-Tech, High-Touch Customer Service, Customer Service Contributo
Forbes.com

Check out the incredible speaker line-up to see who will be joining Micah.

Download The Latest Agenda

Day One: Mining, Mapping and Measuring: How to Master Essential CX Strategies

Friday, January 6th, 2017

09:25 GUEST SPEAKER: Millennials As Customers: Serving–And Profiting From–The Largest Generation In History

The millennial generation of customers (born 1980-2000) is bigger–by far–than the baby boom,and will soon represent a third of all customers in the marketplace. And within just a coupleyears will command the largest wallet share of any generation in history. Are you ready to serve them, profit from them, keep them coming back? Micah’s renowned research and writing on the subject for Forbes.com enliven this unique presentation.

12:55 Fireside Chat: Achieving Disruptive Customer Multi-channel Experience with an Inside-out Philosophy

We have been on journey at Frontier Communications having created a business-within-a-business, where we have been providing awesome CustomerCARE for Fortune 500, leading brands in silicon-valley software, and financial services credit cards-

• How we grew from $0 – 300 million in 3 years; how we moved the needle on customer rated NPS in some cases an unprecedented 40 points; and how we continuously innovate to help the clients tackle their most strategic objectives
• How we are now beginning a new journey to migrate best practices from the partnerships business, to across the Frontier enterprise to transform the FtrCARE organization [since the acquisition which occurred April 1, 2016, doubled our size overnight (employees, customers, revenue)]
• We aim to shift the telco-call-center mindset, to become customer-intent-driven CustomerCARE Centers, based on an employee-first, inside-out, and experience-led design model
• How employee engagement is foundational