Women Leading the Way: Customer Service Trends 2021
Hosted by
Shep Hyken-profile-photo

Shep Hyken

Customer Service & Experience Expert

Date and time

17:15 CET

Customer Experience Webinar Available now

Women Leading the Way: Customer Service Trends 2021

A global panel of top women leaders.

Six female experts share their perspectives on which customer service trends will dominate 2021 and how this industry is transforming.

  • 100% customer service & CX experts
  • 100% female speakers
  • 100% free

In this free digital event, we will discuss some of the shifts impacting the customer service industry as automation and AI help reduce repetitive and predictable tasks.

We'll explore the growing sophistication of agent work as more complex issues are escalated to humans, and how increasing customer expectations require greater agility, empathy, and finesse to diffuse frustration and build brand loyalty.

Dr. Nicola Millard

Principal Innovation Partner, British Telecom Group



Time slot

17:15 CET

Nicola is a presenter, writer, and researcher on people-centered innovation in customer experience, digital workplace, and the future of work.

Shahrzad Samadzadeh

VP, UX & Product Design, Service Cloud, Salesforce


Resilient & Sustainable CX

Time slot

17:30 CET

Shahrzad is a design executive, writer, and speaker who builds teams and partnerships that deliver the products, services, and business models of the future.

Kate Hardcastle

The Customer Whisperer, Founder Insight with Passion


What customers want from businesses in 2021

Time slot

17:45 CET

Kate is the UK's leading 'go-to' business presenters. She is a writer for Forbes and was awarded an MBE by HRH The Queen for services to entrepreneurship. Kate has led the turnaround of British & Global branded businesses, as the Founder of Insight with Passion, supporting a stellar list of clients.

Sonja Hild

Director of Customer Service, BSH Home Appliances Group


"Repair-Department" to "Premium Service Division": learnings from consumer centricity transformation

Time slot

18:00 CET

Sonja Hild is managing 280 consumer professionals at BSH Home Appliances Group. During the past 15 years, she has worked for several global corporations. Her expertise won her the “International Customer Experience Awards” in 2020 and a nomination for “Customer Experience Leader of the Year”.

Eveline Erkelens

Customer Experience Lead & Founder, Bright6 agency


Great Customer Service Eats Marketing For Breakfast

Time slot

18:15 CET

Eveline Erkelens worked as a European contact center manager in the travel industry (TUI, Vacanceselect) for 20 years and was an agile leader with a specialty in customer service for 3 years. Today, she is the owner of CX agency: Bright6.nl.

Marianne Rutz

Operational Excellence Expert, Rutz Consulting


Leaders in Service – the route to excellence

Time slot

18:30 CET

Marianne is the founder and owner of Rutz Consulting and the widely popular Operational Excellence Show podcast. Her mission and passion are in helping Contact Centre leaders positively transform their operational delivery, to enable truly excellent customer and employee engagement.

Olga Guseva

CX Strategy Expert & Bestselling Author, Integria Consult



Time slot

18:45 CET

Olga Guseva is an international CX strategy expert and customer-centric culture specialist, and the Managing partner of Integria Consult. As the co-author of the Customer Experience book, an Amazon #1 bestseller in several countries, Olga is a popular keynote speaker within Russia.

Digital Event on Demand

ultimate.ai hosted a 2-hour webinar featuring top leaders in the customer service industry. This exciting digital event featured 7 inspiring female speakers who shared their perspectives on which customer service trends will dominate 2021, and how the industry is transforming with automation.


Women Leading the Way: Customer Service Trends 2021