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SUMMARY:Phoenix\, AZ Regional Networking Event
DESCRIPTION:RSVP here to the CCNG Regional Networking Event in Phoenix\, Arizona. \n\nThe Human Edge in CX\nJoin us for this exciting event\, where we will discuss tactics you can implement in 2025 to improve customer experiences\, do more with less\, and demystify all this talk of artificial intelligence (AI) revolutionizing our industry. \nIt turns out that in a world being more and more automated by AI\, empowered human agents who can empathize with and delight customers are more important than ever. Market research from Gartner\, Accenture\, and CCW Digital show that with all this added innovation thrown at customer experience\, the perceptions of customers on the quality of these experiences has been on the decline for five consecutive years. \nIn this three-hour interactive discussion\, we’ll learn from leaders in the industry and from each other. Our commitment to you is that you’ll leave our time together more knowledgeable and more prepared to take on the challenges of today. Even better\, you’ll expand your network and leave with a few new friends as well. \nPhoenix 2025 Regional Networking Event \nTopics to be discussed: \n\nWhy are customer perceptions of CX on the decline and what are the truly innovative organizations doing to reverse this?\nWhere can AI really help me today and what’s the hype I can tune out?\nWhat are other CX leaders doing that I can adopt in my organization today?\n\nWhy you can’t miss it: \n\nBe the most knowledgable executive at your company about AI impact and AI hype\nExpand your network in the CX industry\n\nRSVP here to receive a calendar invite and address. 
URL:https://ccng.com/event/phoenix-az-regional-networking-event/
LOCATION:Scottsdale\, Arizona\, Scottsdale\, AZ\, United States
CATEGORIES:In person
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SUMMARY:CCNG May Town Hall Led by John Sorenson\, Global Customer Success Executive\, Cypress
DESCRIPTION:Leading Digital Transformation with John Sorenson\, Global Customer Success Executive\, Cypress \nJoin a dynamic conversation with seasoned CX leaders as we explore how evolving customer expectations\, AI\, and digital-first behaviors are reshaping the landscape. This session goes beyond tech trends—it’s about leading meaningful transformation that aligns customer experience\, operational excellence\, and business outcomes. Come ready to share insights\, lessons learned\, and the bold strategies needed to future-proof your organization. \nMeet Your Member Facilitator \nJohn L. Sorenson is a dynamic\, seasoned Customer Experience Executive\, renowned for his strategic leadership and transformative impact in large\, complex organizations. With a proven track record of driving\nbusiness transformation and strengthening customer relationships\, John excels in steering major organizational changes\, optimizing processes\, and championing emerging technologies that elevate both customer and employee experience. John is the owner and Executive consultant of CypressCX Consulting (cypresscx.com) with over ten years of consulting experience partnering with large corporations\, small businesses\, and non-profits to achieve high levels of customer and employee engagement success while significantly lowering operating costs. \nJohn’s recent role as SVP\, Director of Customer Experience at Truist marked a significant phase in his career\, where he led 5\,000 customer\nexperience providers through the merger between BB&T and SunTrust. Post-merger\, John led efforts to optimize CX and to introduce cutting-edge technology transformations including CCaaS and AI to automate regulatory processes and enhance customer journeys. Under his leadership\, Customer Satisfaction (CSAT) soared by an impressive 25%\, surpassing target expectations. \nThroughout his career\, John has demonstrated a profound capability in optimizing CX processes and contact center operations achieving\nmillions in cost savings and enhancing CSAT scores by as much as 26%. He has successfully led over 30 mergers and acquisitions showcasing his adeptness in blending processes\, organizational structures\, leadership\, technology\, and customer experience strategies. Throughout his career\, John has consistently delivered exceptional results\, leveraging his expertise in leadership\, team building\, and cross-functional collaboration. John builds diverse\, high performing teams that deliver innovative customer solutions that drive customer\nsatisfaction and employee engagement. John completed Six Sigma Black Belt/Lean Certification and is an Eagle Scout\, Boy Scouts of America.
URL:https://ccng.com/event/ccng-may-town-hall/
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