Digital Experiences Reignited was the theme of our sixth Leader Insights Forum.
About the Leader Insights Forum
Every year, senior executives and top industry thought leaders are brought together through the Leader Insights Forum (LIF) to have diverse, multicultural, and industry-driven discussions that center on elevating the customer experience. The annual event covers multiple industries and different strategic functions, featuring renowned keynote speakers sharing insightful ideas and inviting meaningful conversations.
Now on its sixth year, this year’s theme was “Digital Experiences Reignited.” LIF 2020 had 15 impactful sessions, headlined by high-ranking executives from some of the world’s most prominent brands. Entirely virtual, the week-long global event had keynote speakers discuss digital transformation, innovation, people management, and various industry-related issues.
What would a punk version of customer experience look like? Find out in this excerpt from the recently concluded Leader Insights Forum with Adrian Swinscoe. #LIF2020
Tatiana Quaife talked about diversity in the Leader Insights Forum 2020. What is the idea that resonates with you the most? #LIF2020
Lewis Taylor is the Head of Global Support and the Head of the Austin Office for Dropbox, the second largest office outside their Headquarters in San Francisco. His operational teams spread across the globe with the operational challenge to provide end to end customer experience for over 500 million customers worldwide. He introduced technology and scale into operations while building a team of Customer Experience leaders and experts focused on total overhaul of the customer journey. In the first year Lewis more than doubled the Customer Experience Score (CES), and turned Dropbox into organization known for not just a great product but also a customer experience first company.
Lewis comes with a broad background that includes the US Army and 18 plus years with Sprint, Rackspace and Cleardata. In his free time, Lewis can be found working out in the gym, mountain biking, playing with his dog Diva and traveling. Passionate about client-focused end to end customer experience, he is a frequently requested speaker throughout Austin. Lewis also mentors in the community and is keen on helping local technical talent find the right company that aligns with their skills.
Tricia Thomsen
Director of Care
Jason Weaver
Director of Care
Samdani Basha
Vice President, CX (Design and Operations)
Bharat Poddar
Managing Director and Senior Partner
Christophe Duthoit
Managing Director and Senior Partner
Paul Mackel
Head of Global Emerging Markets, FX Research
Afzal Khanani
Head of Retail Operations
Fernando García Migliaro
CX Director
Marcio Ap Souza
CX Director
Gabriel Codesal
First Party Senior Director
Jeff Myers
Vice President and General Manager, Listener Care
Sign up to watch the full recordings of these discussions and other insightful keynotes and panels presented at the Leader Insights Forum 2020: Digital Experiences Reignited.
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