Frank Eliason

Brian+Trust Partners
Frank Eliason is a renowned Customer experience leader who introduces disruptive and transformative strategies to revolutionize businesses. Working for Comcast, he was recognized by BusinessWeek as “the most famous customer service manager in the U.S., possibly in the world.” At Citi he was recognized as one of the most innovative people in banking, not once, but twice by Bank Technology News. He drives the right behaviors at all levels by bringing focus to the customer and their story. Besides working for Comcast, Citi and Vanguard Investments, he has advised many Fortune 500 companies. Prior to joining the team at Brain+Trust, he led U.S. digital for Zeno Group, a Daniel J. Edelman company. He is the author of “@YourService” (Wiley, 2012).

8:45 AM The Age of CX: Rethink. Unify. Innovate. Deliver.

Times are changing and it is imperative to stay ahead of the game. The challenge CX leaders faced today is that most CX efforts can be seen as ‘buzz’, with no direct impact on the bottom line. With years of experience in transforming the way major global brands approach CX, Frank will demonstrate how to get past the ‘buzz’ and delve directly into what your board is looking for i.e. results. It is time for CX leaders to rally (and secure!) organizational-wide support and lead impactful CX moments to deliver for the business of tomorrow.
  • Getting past the CX ‘buzz’
  • Creating moments that matter
  • Achieving scalable intimacy with your customers
  • AI, AR, VR, chatbots, IoT, data analytics…Nice-to-have or your next strategy?
  • Harnessing the right technology to drive business results 

12:25 PM Building a Customer-Centric Organisation: How to Unify CX & Break Silos

  • Assessing what ‘great’ CX means across functional departments and business units
  • Empowering consistent, quality experiences across touch-points through unified CX goals
  • Aligning sales, operational, technology, marketing KPIs with CX KPIs
  • Effective strategies on driving customer-centricity in your organisation