CXPA Webinar Presented by Verizon: A Matter of Trust - Building Consumer Confidence in Data Sharing

CXPA Webinar Presented by Verizon: A Matter of Trust - Building Consumer Confidence in Data Sharing

When:  Mar 2, 2021 from 02:00 PM to 03:00 PM (ET)
Tuesday, March 2, 2021
2:00 PM - 3:00 PM ET


A Matter of Trust - Building Consumer Confidence in Data Sharing and New Technology
The global pandemic has accelerated the flight to digital, and consumers are sharing more of their personal data with brands than ever before. But this does not mean they are happy about the data practices of these companies. Join us during this webinar as we explore how consumers feel about sharing their data to get personalized experiences in return. The webinar will explore some key findings determined through our research and survey:
  • Consumers today are demanding personalized services or experiences. However, they are hesitant in sharing personal data with brands. What is your view on why consumers are hesitant in sharing their data?
  • As we step into a digital world with new technologies becoming mainstream to delivering better CX. What would you advise brands on how to use the technologies?
  • Personalized CX must rest on integrity and transparency. How do you earn consumer's trust?
  • How do brands regain consumer trust after a negative data experience (such as a breach or misuse)?

Gordon_Littley.jpgGordon Littley
Domain and Vertical Business Development

Gordon Littley leads the specialized sales organization for Verizon’s industry leading applications services group. Charged with growth of a $1B practice, the organization specializes in delivering high-value solutions and specialized sales for Verizon Enterprise customers.

Previously, Gordon served as Director of Outsourcing operations. Comprised of 4,000 technical, sales, and service professionals, this $300 million business served MCI’s largest call center outsourcing clients. In addition, Gordon’s charter included establishing clients Customer Relationship Management, database marketing, data-mining, and targeted marketing strategies.

Gordon also served as Director of MCI Mass Markets, responsible for internal call center operations of a region comprised of 5 call centers and 8,000 seats. This business unit was responsible for sales and service of MCI’s consumer and small business long distance service. Gordon established large call center organizations to effectively implement multiple customer service models. He established systems, processes, and procedures to create performance-driven, cost-effective organizational structures.

Throughout his 24-year career with Verizon/MCI, Gordon has held additional positions in marketing, business operations, and IT supporting call center operations and technology. Gordon defined the vision and executed the tactical strategies to steer consumer and business organizations through high-growth, reengineering, integration, and culture change. He enhanced corporate value through accelerated profitability, revenues, and market position.

Before his career at MCI/Verizon, Gordon worked in the call center service bureau industry managing fortune 250 accounts and servicing their call center outsourcing requirements.

GGV_6169reduced.jpgPeter Tomfohrde
Senior Manager, Strategy & Business Development

Peter Tomfohrde runs the Strategy & Business Development team for Verizon's Vertical Domain's Practice across our focus verticals: Healthcare, Financial, Retail, Hospitality, Manufacturing, Media & Entertainment, and Utility. We execute via use case development, Executive Briefings, Customer Advisory Boards, thought leadership, and partnerships.

Moderated by
Jerri Traflet
Managing Partner Retail, Travel/Hospitality, and Distribution Domain

Jerri Traflet has been on the bleeding edge of innovation in retail for more than 30 years and now drives business value for our customers in the Retail, Travel/Hospitality and Distribution sector.  Leveraging her work with leading Retailers such as Walmart, Target Tesco, Safeway, Whole Foods, and others and through her own experiences in retail management, operations, and merchandising, she drives the business conversation that enables business outcomes.


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