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13th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange
______________________________________________________________________ INSIGHTS AND IDEAS ROUNDUP
Implementing the Best, Brightest and Boldest Ideas from the Program
MODERATOR Rachel Pace-Maron, OCU Consultant, Royal Caribbean
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PANELISTS Scott Horace, Senior Vice President, Global Contact Center Management,
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Noel Holmes, Vice President, Customer Experience, Travelport
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April Sealy, Vice President, Operations, Elevate
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Wendy Welser, Director, Customer Service, Veolia North America
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TIME Wednesday, October 18, 2017 at 11:45am
______________________________________________________________________ SESSION ABSTRACT
Participants at each Customer Contact Executive MindXchange come away with a
wealth of key learnings and it can be a challenge to take it all in. During this interactive
session, members of the Customer Contact Advisory Board highlighted the most
important themes, key take-aways and lessons learned that can be readily
operationalized back in the office.

DISCUSSION Question: What have you “geeked” out on?
Responses included:
• How effective storytelling is at communicating messages to an audience
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