Tuesday, June 15, 2021 at 5 PM CT | Registration Closes Tuesday, June 1
Duration: 1.5 hours

Please join us on Tuesday, June 15th for an intimate virtual wine tasting with the goal of bringing together executive peers from the top Fortune 500 companies within the Central US. We will be sending you 3 different, premium wines to taste from Far Niente Winery, along with providing you the opportunity to connect with like-minded individuals on how industry-leading brands are socializing CX and Contact Center metrics to achieve corporate goals.

When completing the form to register for the event, please provide an accurate shipping address so we can make sure the wine gets to you on time!

Agenda:

Building a Customer Experience Culture with Gratia Carver, VP, Chief Experience Officer, Blue Cross Blue Shield of Kansas City. Gratia will present her program on how Blue Cross drives customer experience and contact center improvements.

Automated Narratives for Conversation Summarization with Caroline Kinsella, Product Manager Associate, Clarabridge. Caroline will provide a sneak peak into Clarabridge’s new Automated Narratives functionality which will provide companies the ability to automatically summarize their calls (as well as other channels like chat, email, & social).  This would entirely eliminate the need for call agents to type wrap-up summaries.

Virtual Wine Tasting with Chris Robinson, Sommelier from Far Niente Winery.

 

Joining us for the virtual wine tasting:

BCBS Kansas City LogoGratia Carver
VP, Chief Experience Officer
Blue Cross Blue Shield of Kansas City

Gratia Carver is Vice President, Chief Experience Officer at Blue Cross and Blue Shield of Kansas City (Blue KC) and oversees the corporate customer experience strategy. Gratia partners with Blue KC leadership and individual enterprise functions to improve Blue KC’s products, programs, touch points and business processes to drive customer growth, satisfaction and brand loyalty.

Gratia brings deep and diverse knowledge of consumer expectations, experience journeys and ecosystem understanding to Blue KC. She previously served in strategic leadership roles Schlage Lock, a security products company. Gratia also served in customer focused roles at Russell Stover Candies and The Walt Disney Company.

Gratia is a certified member of the Customer Experience Professionals Association and holds a Customer Experience Pro certification with Forrester Research Group.

Gratia is a Certified Lean Six Sigma Black Belt. She earned a Master’s degree in Business from Webster University and a Bachelor’s degree in Management from MidAmerica Nazarene University.

 

Far Niente Winery LogoChris Robinson
Sommelier
Far Niente Winery

Chris Robinson has been a part of the Far Niente Family of Wineries just over three years. Originally from another wine region in Southern California, Santa Ynez, Chris grew up in the wine and hospitality world. He received his AA in Environmental Studies from Santa Cruz in 2012 and a BA in sports broadcasting from SFSU in 2014. Even with his deep love for sports, Chris moved to Napa Valley in 2014, and found himself more passionate about wine. From there he worked in high-end dinning restaurants where he helped with serving and educating both guests and staff. Chris also spent multiple years in the vineyard working with irrigation and helping growers throughout the state with water conservation and sustainable practices. Chris has been with Far Niente Family of Wineries since July of 2017 and is a certified level 2 Wine Industry Service and Education Professional.

 

Caroline Kinsella
Product Manager Associate
Clarabridge

Caroline Kinsella is the Product Manager Associate for NLP and Enrichments at Clarabridge. She works to expand reporting capabilities across languages in Clarabridge and offer a variety data enrichments ranging from intent detection and emotional analysis to conversational reporting features. Before joining Clarabridge, Caroline studied Cognitive Science and Linguistics at the University of Virginia.

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