State of the Contact Centre - Insights Discussion Webinar

Topic: State of the Contact Centre – Insights Discussion Webinar

Online Session

Date & Time:

June 3, 2021 at 1PM – 1:45PM EST

Guest Speakers:

Medallia, Microsoft, and EY


CSPN’s 2021 State of the Contact Centre Survey includes CSPN community feedback connected to 50+ customer service benchmarks across 5 categories: Strategy, Culture, People, Operations, and Technology.

Join David Singh, CSPN Partner and insight leaders from Medallia, Microsoft, and EY to discuss key findings gathered from the survey and how you can implement these strategies into your organization and work culture.

About the Speakers

Rachel Lane, Solution Principal Contact Center, Medallia

Rachel has been working in customer experience for the last 13 years right across the omni channel from being a practitioner to a consultant and now leads the contact center practice for Medallia.

The contact center is in a new world of huge transformation and Rachel advises enterprises on the best approach to harness customer and agent engagement from the contact center to drive efficiency, maximize sales opportunity and manage agent development and attrition with a flexible workforce. Rachel is also a CX storyteller, showing practitioners just how the many successful brands continue to achieve massive gains with powerful transformation programs to improve their entire operation by integrating the voice of the customer direct from customer signals and journeys. An expert in ROI management, recommendations are built on driving the customers critical success criteria not a generic view and so can deliver continuous results and drive an agile approach to business improvement and continuity.

Cassaundra Laundry, Product Marketing Manager, Dynamics 365 Customer Engagement, Microsoft

Cassaundra focuses on the Canadian strategy for D365 Customer Engagement Apps including Sales, Customer Service, Field Service and Marketing. As a strong believer in the power of a connected marketing and sales organization, her career has led her to opening Dynamics everyday as a marketer and in operations roles. Cassaundra is a proud University of Guelph alumnus, loves music and great food.

Mike Smith, Associate Partner, Advisory, EY

Mike has extensive international experience in digital and omni-channel, business transformation and complex program delivery, focused on banking and insurance sectors. Proven ability to build and lead teams and use creative and quantitative methods to solve program, portfolio and organizational issues.

Facilitated By

David Singh, Partner, CSPN

David Singh is an experience-driven executive who has built and lead client-facing teams in a range of Fortune 500 and mid-market companies. David has served as a corporate and organizational strategy consultant with Deloitte Inc where he helped clients navigate the financial and human capital impacts of mergers and acquisitions. David has held progressively senior roles within high-growth technology, energy, and consumer finance companies where he has built and led sales, marketing, operations, finance, and customer care teams. David is passionate about helping leaders and organizations simplify their strategy to ensure alignment between internal and external stakeholders and ultimately drive traction towards happy clients and team-members.

David holds degrees from Huron University College at Western University and the Sauder School of Business at the University of British Columbia and is co-author of Hitting Stryde: An Early Career Gen-Y Career Survival Guide.

CSPN Member:
Early Bird Deadline
Registration Deadline

June 3, 2021

2021 State of the Contact Centre