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10.31.16 | blog
Author: Kimberly Layne

Far From Frosty at the Frost & Sullivan MindXchange

Representatives and leaders from Arise Virtual Solutions attended the 12th Annual Frost & Sullivan MindXchange Customer Contact West held in Tucson, Arizona last week. Like all Frost & Sullivan get-togethers, it was a tight intimate community of customer contact, customer experience, and operations executives seeking and sharing new ideas and creative approaches to common challenges. The Frost & Sullivan MindXchange Customer Contact West featured keynote speakers, expert panels, networking opportunities, and Interactive Collaboration Zones.

Arise’s Senior Vice President Stephen Bengston facilitated an Interactive session focused on the Omnichannel experience and how organizations can maximize every channel opportunity, while ensuring the brand and experience is elevated and connected in all cases. I also had a topic table set up to discuss the Healthcare industry, while my colleague Tim Savitt covered Business Development.

An especially insightful session was led by Jeffrey VanDeVelde, Senior Vice President, Director of Client Insights and Experience at SunTrust Bank. His talk focused on the benefits of empowering all employees. (Much like the topics my colleague Robert Padron recently wrote about in Steering Organizational Culture: Your hands are on or off the wheel.) VanDeVelde describes how SunTrust, from leadership down, own their mission to aid their clients to gain financial understanding and confidence, and began with their own employees. Enabling employees to learn and grow is beneficial to all aspects of any industry, and the session was a great reminder of that simple fact.

A diverse Expert panel which consisted of health providers such as Banner Health and Sharp Rees-Stealy Medical Centers, along with AT&T, Black Knight Financial Services, and United Way, offered a view into the customer experience across their respective industries. A wide variety of topics were covered. Using metrics and feedback as part of a company’s goal, creating a fun and rewarding environment, and ultimately empowering all members to be the force of change for the organization were key takeaways during these sessions.

Arise has recognized these events as a valuable way to gain industry knowledge, and to have a very open and intimate environment to meet potential partners for Arise’s unique cloud-based contact center platform. All industries involved can benefit from leveraging crowd-sourcing on a national level, designed to offer flexibility, quality, and security. Arise representatives at the event continued to highlight how we elevate our partners’ customer experience across all channels and boards. 

 

About the Author

Kimberly LayneVice President, Business Development – Health & Life Sciences, brings over twenty years of healthcare experience and expertise in working with Physicians, and C-Suite Executives within pharmaceuticals, medical devices, and Healthcare Organizations seeking best in class performance in services, technology, and outsourcing.

Her breadth of experience in the healthcare marketplace is coupled with creativity, a passion for her clients, and Lean Six Sigma Certification in order to deliver customized and innovative solutions with a strong financial impact.

Kim holds an M.B.A from John Carroll University, and is also very involved in supporting women’s initiatives locally through the YWCA and the prevention of cruelty to animals through the ASPCA.

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