Ancestry’s mission is to empower journeys of personal discovery to enrich lives.
To do that, stakeholders from across the company must work together to deliver an exceptional experience to every customer every time. But where do you begin to unify an entire organization around the importance of CX initiatives? How do you ensure a positive experience for your customers at each touchpoint to drive change in their lives as well as within your brand?
Hear Aaron Young, Global Manager of Quality and Operations Support, Ancestry, and Jonathan ‘JR’ Ranger, Chief Customer Officer, CallMiner, in this insightful fireside chat where they’ll discuss how Ancestry’s quality and operations teams leveraged customer conversations to create meaningful and impactful CX programs.
What you will learn from this discussion:
- How conversation intelligence technology helped Ancestry to uncover insights useful to every corner of their organization
- Best practices in sharing customer feedback with, and fostering buy-in from stakeholders
- How to empower and energize your organization with insights uncovered from your own customer interactions
- And more!
Speakers:
Ancestry
Aaron Young is the Global Manager of Quality and Operations Support for Ancestry. He is responsible for managing the Quality Assurance, Training, Executive-Response, and Insights teams for the company’s global Member Services operation.
He has over 20 years of experience Managing operations and back-office customer-support teams, and he is currently overseeing the work of internal and BPO organizations across North and South America, Europe, and Asia. Aaron has a passion for customer pain-point detection, root cause analysis, insights distribution, and problem resolution.
CallMiner
As Chief Customer Officer, JR is responsible for accelerating CallMiner’s customer success strategy and goals, including improving customer implementation, retention and growth initiatives. With extensive leadership experience, JR is focused on helping CallMiner customers realize transformational value and ROI from conversation intelligence.
JR joins CallMiner from Salesforce, which he joined after Salesforce acquired Evergage. As CCO at Evergage, JR led a team committed to helping organizations create relevant real-time customer experiences. Prior, he served as CCO and senior leader at leading customer experience insight and interaction companies. He holds a Bachelor of Arts degree from University of Massachusetts Amherst.
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