The Enterprise Connect expert-led conference program will discuss the latest systems, software, services and applications for enterprise communications and collaboration. The conference is designed with one objective in mind: To help you optimize your investments in communications and collaboration systems, software and services. ALL TIMES LISTED ARE (U.S.) EASTERN TIME ZONE.
Ted is a Global Strategist and Visionary who has planned, developed, and run multi-million dollar contact centers across Europe, Asia, the Americas, and the Middle East. He is adept at planning for and responding to regional nuances in markets and business culture.
In his role as VP, Chief Care Officer at Hallmark, Ted has built a unified global Care strategy that enhances customer relationships through effortless, affirming touch points along the customer journey. By eliminating effort-filled interactions across the enterprise including marketing, advertising, social media, retail outlets, digital, and loyalty programs, cost is reduced, and customer relationships are deepened.
Prior to joining Hallmark, Ted held a variety of roles at Marriott where he most recently was part of the leadership team that integrated Starwood into Marriott’s ecosystem. While there, he built a Project Management team to manage a portfolio of projects that drive the Engagement Center’s strategic transformation to customer centricity. The portfolio represents over $30MM in annual investment focused on reducing customer effort, transforming disparate direct channels into an omni-channel customer experience, and integration of Marriott & Starwood contact center organizations.
Earlier in his career, Ted’s Digital Product team designed, delivered, and maintained a unified Engagement Center system using Salesforce that was deployed across Engagement Centers and 6,000+ hotels. The system houses reservations, social media monitoring, email, chat, and case management components within an integrated CRM to over 30,000 global users; and retired costly legacy systems.