Thursday, September 24
10:35–11:10 am
Nate Brown CX Accelerator

Saving The Customer Experience One
Care Team At A Time

Nate Brown, Founder, CX Accelerator and
Chief Experience Officer, Officium Labs

Everyone is talking about Customer Experience (CX), but it can be awfully difficult to get started in an organization. Many attempt to turn CX into a short-term program or initiative. This way of thinking will generally lead to failure. CX is a moment…a long-term, gigantic, full-company culture change. When we approach CX with this mentality, the odds of success are exponentially higher. CX has the capacity to transform an organization from the inside out, but how to get started? In many cases, the secret lies within the Customer Care Team.

This session covers everything from change management, to CX best practices, to Voice of Customer, to developing a customer-centric culture. Join us if you are ready to be challenged and hungry to take your Customer Experience to the next level!

About Nate »

Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of his career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to customer experience 2015. He was dubbed the CX Influencer of the Year by CloudCherry in 2019, as well as named a top CX thought leader by TruRating, Qminder, ProcedureFlow, LifeHelpNow, ICMI and Exceeders.

As a passion project, Nate recently created CX Accelerator, a first-class virtual community for customer experience professionals. Nate currently serves as the Chief Experience Officer for Officium Labs and can be found at a variety of conferences speaking and training on the CX topics he loves.

Thursday, September 24
11:20–11:50 am
Aisha Ponds BlueCross BlueShield of North Carolina

Mapping Root Cause of Customer Complaints

Aisha Ponds, Director, Stakeholder Escalations
Blue Cross Blue Shield of North Carolina

The handling of customer complaints and escalated concerns is a challenge shared by all contact centers. But just resolving a specific customer issue should not be a one and done approach. In this session, you will learn about BlueCross BlueShield of North Carolina’s process to identify root causes of customer complaints and how they use that analysis to develop strategies to prevent or minimize future occurrences and deliver a better customer experience. Key takeaways will include:

  • Complaints are a gift and escalations are gold
  • Best practices to establishing escalation processes with your business partners
  • Fresh perspectives on how to use learnings from escalations to better train and coach your frontline staff
  • Techniques on how to creatively educate the organization (across silos) on lessons learned to make process improvements outside of your business area
 About Aisha »

Aisha leads the Stakeholder Escalations organization at Blue Cross Blue Shield of North Carolina. This team of analysts are responsible for handling all member escalations and complaints for the organization. Complaints come from all contact channels and include everything from social media to regulatory entities. These important member engagements are analyzed to elicit process improvement initiatives that improve the customer experience and strengthen internal knowledge.

Aisha is a Certified Lean Six Sigma Black Belt, a certified Customer Experience and Analytics Professional and a SCRUM MASTER. She is experienced in change management, business analysis, process improvement, training and development, strategic planning and vendor management.

She holds a MS in Technical Communication and Organizational Information Systems from North Carolina State University and a BS in Technical Communication from Rochester Institute of Technology. Aisha and her husband live in Cary, North Carolina and enjoy movies, Asian cuisine and pushing their adult son to do better!

Thursday, September 24
11:50 AM-12:20 pm
Jeff Toister Toister Performance Solutions

The Journey to a Customer-Focused Culture

Jeff Toister, Author
Toister Performance Solutions, Inc.

Most successful companies have a knack for getting employees absolutely obsessed with customer service. Their secret is a customer-focused culture.

A strong culture helps guide employee performance, shapes strategic decisions, and ultimately becomes part of the organization’s brand. This leads to many benefits that generate better bottom line results, including increased customer loyalty, increased word-of-mouth referrals and fewer customer complaints.

This entertaining and informative presentation shares three essential elements that leading companies use to develop customer-focused cultures. It incorporates a blend of experiential activities, examples from top companies and cutting-edge research to help participants generate ideas to get their own employees obsessed with service.

 About Jeff »

Jeff Toister is an author, consultant and trainer who helps companies get their employees obsessed with customer service. He is a best selling author who has written three customer service books, including The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. Thousands of customer service professionals from around the world subscribe to Jeff's Customer Service Tip of the Week email.

Jeff has been recognized as a top influencer by many organizations, including:

  • Top 30 customer service professional in the world (Global Gurus)
  • Top customer experience influencer (Unymira and Panviva)
  • Top contact center influencer (ICMI and ProcedureFlow)

More than 140,000 people on six continents have taken his video-based training courses on LinkedIn Learning. Jeff's training videos include Customer Service Foundations and Leading a Customer-Centric Culture.

Friday, September 25
10:05–10:35 am
Sarah Rasmusen Lands' End

Lands’ End: Thriving With Customer Focus

Sarah Rasmusen, SVP, Chief Customer Officer
Lands' End

In this session, Sarah will share insight into the opportunities and challenges facing Lands’ End throughout 2020. She will also share a few ways the company focused on the priorities in its customers' lives that helped lead to business recovery and growth. Sarah’s goal for this presentation is to never say “unprecedented” “uncertain” or “new normal.”

About Sarah »

Sarah Rasmusen is the Chief Customer Officer for Lands' End. Sarah is responsible for leading customer experiences, including core, retail, business to business and international as well as to drive strategies to enhance customer-facing capabilities across all Lands' End selling channels. She is responsible for accelerating the immediate growth and refining the strategic long-term vision, while ensuring the entire company is effectively focusing on the priorities in our customers' lives.

Prior to joining Lands' End, Sarah served as vice president of digital merchandising, optimization and analytics for Kohl's Department Stores for six years. All told, Sarah has over 20 years of leadership roles in technology development, digital merchandising and consumer web strategy.

Sarah received her Bachelor of Science, Technology and Society from Stevens Institute of Technology in Hoboken, N.J.

Friday, September 25
10:40–11:15 am
Matt Dixion Tethr

Engineering the Experience:
How Leading Companies Use Language to
Reduce Customer Effort

Matt Dixon, Chief Product and Research Officer

In this session, Matt Dixon – Chief Product and Research Office at Tethr and co-author of The Effortless Experience – will share a recap of the customer effort research and do a deep-dive into one of the key pillars of a low-effort experience: using language to help customers perceive the experience as an easy one. During the presentation, Matt will share both the data behind the customer effort story, as well as several language usage examples that will provide actionable ideas attendees can implement immediately to reduce the effort levels of their customer interactions.

Matt Dixon is sponsored by EDCi.

About Matt »

Matt Dixon is Chief Product and Research Officer of the Austin-based AI and machine learning venture, Tethr. Prior to joining Tethr, Matt was a Senior Partner and Global Head of Sales Force Effectiveness Solutions at Korn Ferry Hay Group and, before that, held numerous global leadership roles in research, product development and management for CEB, now Gartner.

A seasoned business researcher, thought-leader and author, Matt has been involved in and published in dozens of studies on topics ranging from customer experience strategy to customer service and sales effectiveness. His book, "The Effortless Experience: Conquering the New Battleground for Customer Loyalty" (2013) has had a very significant impact on thinking around the strategic role of customer service and has been a frequent topic of discussion in UWEBC Customer Service forums. Among his other books, "The Challenger Sale: Taking Control of the Customer Conversation" was a number one Amazon and Wall Street Journal bestseller, and has sold nearly a million copies worldwide. Matt is also a frequent contributor to Harvard Business Review.


The Customer Service Track is sponsored by:


When: 8:30 am-3:00 pm
Thursday, September 24, 2020

8:30 am-12:00 pm
Friday, September 25, 2020

Where: Virtual


Steering Committee members provide guidance on track content, topic suggestions and speaker selection. Thank you to the 2020 Customer Service Track Steering Committee:

Kelly AndersenKelly Andersen
Director, Commercial Management

Jim LemereJim LeMere
Vice President Client Services
Northwestern Mutual

Kurt Van Dyn HovenKurt Van Dyn Hoven
Senior Director Customer Success
Lands' End

Roger PaulsonRoger Paulson
Managing Practice Director and Customer Service Practice Director


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