Mark Ezzell spearheaded performance management and contact center initiatives at Discover which led to a 14 second reduction in AHT while improving NPS. But that's just the tip of the iceberg.
This event is primarily for customer experience, performance management, and operations leaders.
As Mark puts it "there are two types of people you'll meet across any role: the ones who are satisfied with the status quo and the ones that strive for something better." We hope you're the latter.
We have 25 confirmed registrations and counting, including execs and VPs from Bank of America, JPMorgan Chase, and RBC.
Mark has been at the forefront of driving CX at Discover and American Express for almost 2 decades. A Chairman’s Award for Innovation nominee at Amex, his work in enhancing customer experience through innovative strategies and effective leadership has made a mark across industry giants (pun intended).