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SUMMARY:Dallas-Fort Worth\, Texas Regional Networking Event
DESCRIPTION:Next-Level Employee Engagement and the Future of Contact Centers\nSpearheaded by Scott Baker\, Envision Dallas and CCNG member\, this event will feature an outstanding lineup of industry leaders\, including James Ashworth\, former Vice President of the Southwest Airlines Contact Center\, King White\, CEO of Site Selection Group\, and senior leadership from Humach. Join us for an exciting discussion on Next-Level Employee Engagement and the Future of Contact Centers.  \nThese seasoned contact center veterans will offer their perspectives\, encourage open collaboration\, and spark fresh ideas on navigating the ever-changing future of our industry. We’ll also showcase a brief demonstration of innovative technology designed to support blind and visually impaired contact center personnel—highlighting how inclusion and accessibility can be integrated into modern operations. \nThe event is free to attend\, but an RSVP is needed for gate access and catering purposes. \nDFW 2025 Regional Networking Event \nTopics to be discussed:\n\nJames Ashworth will share insights from his extensive experience in driving employee engagement.\nKing White will explore what lies ahead for contact centers—covering global location strategies\, hybrid workplace models\, wage trends\, and more.\n\nWhy you can’t miss it:\n\nExpert panel\nInnovative technology demonstrations\nAuthentic networking opportunities\n\n\n\nRSVP here to receive a calendar invite and address. 
URL:https://ccng.com/event/dallas-fort-worth-text-regional-networking-event/
LOCATION:Dallas-Fort Worth\, Texas\, Dallas-Forth Worth\, TX\, United States
CATEGORIES:In person
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SUMMARY:CCNG October Town Hall Led by John Sorenson\, Owner & Executive Consultant\, CypressCX
DESCRIPTION:RSVP by emailing jillian@ccng.com \nCustomer Experience in the Omnichannel World: Ensuring Seamless Journeys Across Voice\, Chat\, Messaging\, Social\, etc.\nCustomers expect seamless\, personalized\, and consistent experiences across all channels — phone\, chat\, SMS\, email\, social\, and self-service. Yet most contact centers still struggle with silos\, incomplete data\, and inconsistent service quality. We’ll discuss how to create truly integrated omnichannel journeys\, the obstacles we face\, and the best practices that are working in our organizations. \n\nWhat we’ll cover:\n\nIntegrating data across channels — unified view of the customer\nEnsuring consistency & context when switching channels\nMetrics/KPIs to measure omnichannel success\nTechnology/vendor challenges & how to choose/integrate\n\n\n\n\nMeet Your Member Facilitator\n \nJohn L. Sorenson is a dynamic\, seasoned Customer Experience Executive\,\nrenowned for his strategic leadership and transformative impact in\nlarge\, complex organizations. With a proven track record of driving\nbusiness transformation and strengthening customer relationships\, John\nexcels in steering major organizational changes\, optimizing processes\,\nand championing emerging technologies that elevate both customer and\nemployee experience. \nJohn is the owner and Executive consultant of CypressCX Consulting\n(cypresscx.com) with over ten years of consulting experience partnering\nwith large corporations\, small businesses\, and non-profits to achieve\nhigh levels of customer and employee engagement success while\nsignificantly lowering operating costs. \nJohn’s recent role as SVP\, Director of Customer Experience at Truist\nmarked a significant phase in his career\, where he led 5\,000 customer\nexperience providers through the merger between BB&T and SunTrust.\nPost-merger\, John led efforts to optimize CX and to introduce cutting-\nedge technology transformations\, including CCaaS and AI to automate\nregulatory processes and enhance customer journeys. Under his\nleadership\, Customer Satisfaction (CSAT) soared by an impressive 25%\,\nsurpassing target expectations. \nThroughout his career\, John has demonstrated a profound capability in\noptimizing CX processes and contact center operations achieving\nmillions in cost savings and enhancing CSAT scores by as much as 26%.\nHe has successfully led over 30 mergers and acquisitions showcasing his\nadeptness in blending processes\, organizational structures\, leadership\,\ntechnology\, and customer experience strategies. \nThroughout his career\, John has consistently delivered exceptional\nresults\, leveraging his expertise in leadership\, team building\, and cross-\nfunctional collaboration. John builds diverse\, high performing teams\nthat deliver innovative customer solutions that drive customer\nsatisfaction and employee engagement.
URL:https://ccng.com/event/ccng-october-town-hall/
LOCATION:Online
CATEGORIES:Online Event,Only Members
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