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2019 TMSA Logistics Marketing & Sales Conference

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Enabling Your People to Deliver Great Customer Experience
Research from Salesforce tells us 75% of people expect a consistent experience with engagement with brands, regardless of mode. From messaging to behaviors of your sales and account management teams, consistency is key. This session will leverage the key drivers of your organization’s ideal CX and help you identify the knowledge, skills and abilities needed from your employees to deliver them, enabling you to positively impact your customers’ experience, your brand image and your bottom line. You will gain practical insights on correlating employee behavior to customer experience and begin identifying the key drivers for your organization, along with considerations for designing your employee experience to facilitate these goals.

Presenters: Holly LaBoda and Sara Warden, Partners & Co-Founders, Luminaries Consulting. 

Holly LaBoda’s mission is to help organizations, teams and individuals realize their potential; both understanding what they are capable of and making it a reality. She has spent the better part of her 15+ year career in the logistics industry, where she loves helping people, teams and organizations achieve their goals in the smartest and fastest way possible. Clients appreciate her pragmatic approach and business mindset, which means they can talk to her like a real person and she can quickly immerse herself in their business. She blends that with a diverse background in talent, strategy facilitation and change management and can create custom solutions that help them achieve their goals and get results quickly while they focus on running their business. She loves that every client, and every day, is different because it means she is always learning.

Sara (Black) Warden has always been curious about people; seeking to understand how they behave, the relationships they have, and how each person contributes to the world we live in. This curiosity led her to a career in talent development, and she has spent the last 15+ years working for Fortune 300 Companies in helping them to do more with less, achieve their business goals, and ultimately align their talent with the direction of the organization. This includes nearly 9 years with C.H. Robinson Worldwide. From the U.S. to Europe, Sales Training to Leadership Development, Process Improvement to Strategy Development Sessions - it's been an exciting adventure! She loves helping others to solve their "people puzzle"!