CXPA Webinar Presented by Confirmit: Winning CX Strategies: Panel Chat with...

CXPA Webinar Presented by Confirmit: Winning CX Strategies: Panel Chat with...

When:  Sep 17, 2020 from 2:00 PM to 3:00 PM (ET)
Thursday, September 17, 2020
2:00 PM - 3:00 PM ET


Winning CX Strategies: Panel Chat with Erie Insurance & Pitney Bowes
For the past 15 years, Confirmit’s ACE (Achievement in Customer Excellence) Awards program has recognized companies’ outstanding performance and rigorous application of CX and EX best practices. Across seven categories – such as Innovation, Digital Success, and Overall Business Impact – winners are selected to showcase each organization’s commitment to listening and driving change to deliver world-class customer and employee experience.

Join Confirmit’s Brad Linville, Principal Director, CX Consulting as he speaks to Barbara Lincoln, Director, Customer Satisfaction & Integration at Erie Insurance and Adam Cringle, Director, Client Experience Intelligence at Pitney Bowes as they discuss what’s propelled their success in this highly interactive session.

Brad_Linville_Photo_circle.pngBrad Linville
Principal Director, CX Consulting

Brad is a seasoned customer experience professional with decades of experience leading and managing programs to enhance the customer experience in a wide variety of industries. Brad is an expert in delivering best-in-class consultative services to businesses interested in increasing customer attraction/retention, accelerating growth, identifying key process improvements, and demonstrating added value to customers. Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences.

Brad has been a chief architect for many companies, both B2B and B2C, guiding clients such as AT&T, Sears, Cisco, eBay, PayPal, NCR, CDW, Johnson Controls, Fannie Mae, and Midmark to successfully construct CX Visions including journey mapping, survey design, turning data into action, and maturity assessments and roadmaps.

Barbara_Lincoln_Photo_circle.pngBarbara Lincoln
Director, Customer Satisfaction & Integration
Erie Insurance

Barbara Lincoln currently serves as Director of Customer Satisfaction & Integration at Erie Insurance. She is responsible for the strategy and production operations for voice of the customer, social media, language services and website support. Barbara has worked in the insurance and financial services industry for over 25 years in various leadership positions at ERIE, The Hartford, GE Capital and Price Waterhouse, including the areas of Customer Satisfaction, Organizational Effectiveness, HR Operations and Corporate Global Tax Operations.

She has experience with operational turnarounds and start-ups with high volume and complexity in mature organizations. Specific specialties include strategic planning and organizational structuring, process improvement and automation, operational effectiveness, change management and employee engagement. Barbara received a Bachelor of Science in Accounting from the University of Rhode Island, achieved her CPA and is certified in Prosci Change Management. Barbara is a member of the Shadbush Women’s service organization and a Barber National Institute board member. She enjoys time with her sons, extended family and friends.

Adam Cringle
Director, Client Experience Intelligence
Pitney Bowes

Adam currently serves as Director of Client Experience Intelligence at Pitney Bowes, and has held various CX roles over his ten plus years as a CX practitioner. As director of Client Experience Intelligence, he is responsible for the successful measurement and assessment of all customer touchpoints at PB and does so using a multi-channel approach across more than 10 different countries. Adam most enjoys measuring the impact CX improvement projects have on relevant CX metrics, and has also been able to quantify how a rise or fall in Pitney Bowes’ CX beacon metric impacts financial performance.

Adam and his wife are parents to two little boys, Jack and Will, and can most often be found outside spending time with their family and listening to Sturgill Simpson and Dave Matthews Band.


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