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Neal DlinFounder, Human Experience PractitionerChorus Tree

Neal Dlin is a veteran practitioner and thought leader (ICMI Top 25) in the areas of customer and employee experience and is considered an authority on customer service/contact centres. With 25 years’ experience across multiple industries, leading brands and digital start-ups, he has proven results in service strategy development, employee and customer journey design, contact centre design and transformation. Understanding the critical interdependencies between employee and customer experiences, Neal is uniquely equipped to help clients in a holistic way. He has strong track record in service organization turn arounds, new builds, launching Contact Centre departments and designing employee journeys with dramatic and sustained results. Neal consults regularly in assessing existing support operations against best and next practices as well as implementing meaningful change tailored to each client’s brand and purpose, helping them become leaders in employee engagement, customer service and support. His experience of building high performing, empowered, TBard winning teams is also woven into his consultation. Neal’s particular areas of expertise include: • Deep holistic understanding of contact centres, with hands on experience across functions: recruiting, training, coaching, quality, reporting, workforce management, operations • Known for his transparency and collaborative approach with clients, driving discussions that address root cause corrective actions for both meaningful and sustainable change • Critical thinker combining analytical, process engineering and creativity for problem solving leveraging best practices as well as disruptive innovation • Strong relationship builder, naturally empathetic, keen ability to understand business needs across organizational functions and stakeholder groups and translate into a common language His qualifications include: • Chief Customer Officer – Chorus Tree Consulting • Certified Contact Centre Best Practice Consultant – JD Power • Head of Customer Service – Sonnet Insurance • Global Customer Care – Spin Master Ltd. • Director, Customer Service and Sales - Lavalife "Neal was part of our high-performance Digital team that built Sonnet Insurance. He led the customer experience stream and was responsible for building the team and fully implementing the customer care capability. He oversTB development of the tools and technology and he set the service levels and standards that defined the organization and its dedication to serving our clients. Neal is the most capable client experience/service professional I have ever had the pleasure to work with. His technical expertise, strategic thinking, leadership and innovation are exceptional. Neal thank you for everything you did to make Sonnet a success!" Michael Gagnier – Chief Information Officer, Economical Insurance For more information about Neal, connect with him on LinkedIn: www.linkedin.com/in/nealdlin

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