Webinar - Download Now!

Uncertainty is all around us. It’s safe to say that even with the best preparation and protocol, businesses are still facing challenging times and making tough decisions. But while some businesses have taken a particularly hard fall, we still see some–even in the hardest-hit industries–calmly and efficiently handling this crisis when it comes to customer relationships. And while there are many factors influencing organizations right now, it becomes clear that those with tested, thorough, and agile Business Continuity Plans are seeing the benefits.

Listen in as we explore best practices for successful business continuity planning with our expert partner, Interactions, and guest, MAPFRE Insurance, and discuss what the "new" normal might look like.

In this webinar, you will learn:

  • Building a foundation for your agile Business Continuity Plan beyond phase 1

  • How to turn digital initiatives of today into strategies for the “new” normal

  • Perspectives across industries on the “new” normal

Meet Our Speakers

Jim Freeze
Chief Marketing Officer

As Chief Marketing Officer, Jim focuses on brand strategy and awareness, thought leadership, product marketing, demand generation, creative services, and public and analyst relations. Jim brings more than 25 years of experience leading marketing teams at Fortune 1000 and other enterprise technology companies, a history which includes proven success in all aspects of marketing, sales and business development. Most recently, Jim served as the Chief Marketing Officer at Aspect Software, where he was responsible for all aspects of global marketing, including product management, product marketing, branding, advertising, customer experience, and demand generation programs.

Lynsey Biernacki
Senior Manager of Service Providers & Insurance
MAPFRE Insurance

As a Senior Manager of Service Providers and Insurance Operations, Lynsey is responsible for customer quality, workforce management and analytics, as well as vendor partnerships that improve the customer experience through self-service opportunities. With more than 13 years of operations and strategy management experience, she specializes in innovation initiatives, project management, and driving results through cross-functional business teams. Lynsey holds a BA from Assumption College, an MA from Boston College, a LEAN Six Sigma Black Belt, and is currently finalizing an Executive Leadership certificate from Cornell University.

Chad McDaniel
Execs In The Know

Chad McDaniel is a well-known advocate for the Customer Management Executive. He works tirelessly to showcase the success of today's Customer Executive.

Execs In The Know believes that advancements in customer success are created when leaders share experiences, outlooks and insights - “Leaders Learning From Leaders.” Our mission is to provide measurable value to the corporate customer executive, by delivering customer experience improvements, in an efficient and effective manner. 

Execs In The Know connects customer professionals to valuable content, thought leadership, industry insight, peer-to-peer collaboration and networking opportunities. We support the customer professional in a live format by hosting national events (Customer Response Summit) and conducting a series of Executive Think Tanks.


About Our Expert Partner: SmartAction

SmartAction was founded as an Artificial Intelligence (AI) research company in 2002 and is now the leading provider of AI-powered virtual agents for customer service. SmartAction uses proprietary conversational AI to automate conversations that used to be handled by call center agents over phone, chat, and text. SmartAction has nearly two decades of development in AI, machine learning, and natural language processing/understanding (NLP/NLU) to mimic live agent behavior across hundreds of call types and chats in every industry. SmartAction was recognized by Deloitte as a Tech Fast 500 recipient in 2016, Gartner “Cool Vendor” in 2017, and “The Leader in AI-enhanced Self-service” by Frost & Sullivan in 2018.


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