Driving Agent and Customer Experience the Dropbox WayVIEW FREE ON-DEMAND
As enterprises move to respond to the demands of a new economy, they realize that efficiency and safety is just as important as speed. Today, business leaders are seeking turnkey solutions that would address their unique digital journeys.
Dropbox has improved its customer effort score significantly by enabling a customer experience that centers on agents who are happier, feel more vested, are empowered, better understand customer’ requirements and continually share the feedback
Global Head of Support, Dropbox
Lewis Taylor is the Head of Global Support and the Head of the Austin Office for Dropbox, the second-largest office outside their Headquarters in San Francisco. His operational teams spread across the globe with the operational challenge to provide an end-to-end customer experience for over 500 million customers worldwide. Lewis comes with a broad background that includes the US Army and 18 plus years with Sprint, Rackspace and Cleardata. Passionate about client-focused end-to-end customer experience, he is a frequently requested speaker throughout Austin. Lewis also mentors in the community and is keen on helping local technical talent find the right company that aligns with their skills.
EVP Strategic Account Management, Teleperformance
Senior Executive Leader Responsible for key client portfolios ensuring the design and implementation from a strategic / management perspective ensuring objectives are met. Maintaining key relationships with all stakeholders enabling the growth, delivery and business transformation at global level, across multiple sites and geographies within the Teleperformance Group. Seasoned, Strategist and Leader with business development and client solutions complimented with customer journey experience across multiple lines of business including sales, customer service, technical support, credit and collections and multichannel case handling. As a certified auditor - also has expertise in large scale organizations.
Driving Agent and Customer Experience the Dropbox Way