Keynote Speaker

Jim Hightower, Senior Vice President, Global Payments 

Session Title: Customer Care: The Lost Art - Implementing Strategy and Driving It Through Training

Summary: Global Payments customer care philosophy, and the 4 key pillars that enable world class customer service is the core strategy every operational new hire experiences.  The philosophy started as a passion before it became woven into the fabric of all customer care teams worldwide. In this session, you will hear stories about strong committed leadership and creative training that helped drive the strategy into normal Contact Center Agent behavior.

Keynote Speaker

Katheryn Brekken, Senior Research Analyst, Institute for Corporate Productivity (i4CP)

Session Title: The Talent Imperative

Summary: i4cp and Fortune collaborated on a global study which explored the latest practices and strategies high-performance organizations rely on to attract, develop, and retain talent.

Keynote Speaker

Raghu Krishnaiah, Chief Operating Officer, University of Phoenix

Session Title: Mind the (Skills) Gap – Fueling Talent Engines for Growth

Summary: The annual Career Optimism Index® study conducted by the University of Phoenix's Career Institute® found that 4 in 10 American workers (42%) worry that their job skills will become outdated due to advancements in technology, and over three-quarters (79%) say it is important for their employer to provide opportunities for upskilling. As the skills needed for positions evolve over time, employers can ensure that employees remain up to date on the latest skills. Join Raghu Krishnaiah, chief operating officer at University of Phoenix, for this critical session on how companies can focus on skills to identify talent development opportunities, skills gaps and position skills evolution, and take action to meet employee and organizational needs through traditional and non-traditional approaches.