RSVP by emailing jillian@ccng.com

Customer Experience in the Omnichannel World: Ensuring Seamless Journeys Across Voice, Chat, Messaging, Social, etc.

Customers 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.

• What we’ll cover:
  • Integrating data across channels — unified view of the customer
  • Ensuring consistency & context when switching channels
  • Metrics/KPIs to measure omnichannel success
  • Technology/vendor challenges & how to choose/integrate

Meet Your Member Facilitator

John 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
business 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.

John’s recent role as SVP, Director of Customer Experience at Truist
marked a significant phase in his career, where he led 5,000 customer
experience 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.

Throughout his career, John has demonstrated a profound capability in
optimizing CX processes and contact center operations achieving
millions 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
satisfaction and employee engagement.