The CX Summit Round-Up: Disrupting and Navigating New World Challenges with Human, Culture, and Tech

The TaskUs CX Summit gathered leaders from some of the world’s most disruptive companies on June 15 to learn and share insights on human and tech partnerships in the new world. For the first time, the CX Summit happened simultaneously online and in person at The Sunset Room in Austin, Texas.

SVP for Client Services Kerry Carstairs welcomes leaders to the CX Summit.

Multiple best-selling author, Simon Sinek, headlined the event with a conversation in his book, The Infinite Game. To build and transform lasting organizations, Sinek called on companies to embrace an “infinite mindset,” as to how we approach lifestyle or health. “While it’s good to have goals—whether we hit or miss them—doesn’t mean the business is a winner or a loser. We have to pay more attention to the trend data than the absolutes,” said Sinek.

VP for Global Wellness & Resiliency Rachel Lutz Guevara talked with Simon Sinek about the importance of having an “infinite mindset”, building resilience, and giving importance to mental health at work.

Businesses should also look into investing in human skills. Since the pandemic, people have become more empathetic. Video communication has allowed seeing another person’s life, creating more understanding. Active listening also must be taught to manage effective confrontation or to navigate a difficult conversation.

Chief Customer Officer, Mark Troughton shared how Chime is disrupting the financial industry with its people-first culture. “What that means is we need to build on the talent, the environment, and the collaboration that enable people to bring their full and best selves to work. And for us [at Chime], it is creating a very team-oriented, empathetic, and inclusive culture,” shared Troughton. This same mindset continues to affect their business decisions, especially using AI technology to create better products and services for people who live paycheck-to-paycheck.

Chime’s COO, Mark Troughton, shared with TaskUs’ SVP for Client Services, Mike Serpan, how Chime is disrupting the financial industry through its people-first culture empowered through technology.

Leaders also engaged in conversations in various breakout sessions while making new connections. Among the panelists were Founder Collective, Chime, Toast, DoorDash, Etsy, TSPA, Sentropy, Affectiva, Honeywell, Salesforce, Automation Anywhere, and Twilio who shared industry insights and best practices in integrating human and technology in various aspects of Digital Customer Experience, Content Security, AI Operations, and Digital Innovation.

The CX Summit concluded with a message from TaskUs founders, Bryce Maddock and Jaspar Weir, on the company’s debut on Nasdaq last Friday. Chief Customer Officer Jarrod Johnson also thanked the speakers, panelists, clients, and teammates for making the hybrid event a memorable one.

Chief Customer Officer Jarrod Johnson recounts events when TaskUs went public on June 11. TaskUs’ debut on Nasdaq marks a historic moment for the company founded 13 years ago.

Explore the future of content moderation with VP for Content Security, Phil Tomlinson and Co-Founder and CTO, Michele Banko, VP for Trust & Safety at Etsy, Corrine Haxton Pavlovic, and Executive Director at TSPA, Charlotte Willner. Look into the emerging technologies and practices that help keep both platforms and moderators safe.

Listen to Rana el Kaliouby, CEO and co-founder of Affectiva and author of “Girl Decoded”, and Andrey Shtylenko, director for Artificial Intelligence and Machine Vision Engineering at Honeywell, as they share with SVP for Client Services, Sean Neighbors, their journey from transforming AI roadblocks into AI differentiators.

SVP for Digital, Manish Pandya, Salesforce’s Chief Growth Evangelist Tiffani Bova, Automation Anywhere’s Global Head for Private Equity and Value Creation Tamas Hevizi, and Twilio’s Director for Enterprise Innovation Jeffrey Burlin share their thoughts on how companies can create lasting value by instilling digital innovation. How does digital innovation generate value and create a win-win situation for all stakeholders?

Sr. Director for Digital Customer Experience, Anca Van Assendelft, is joined by panelists: Founder Collective’s Seed Investor Amanda Herson, Chime’s Sr. Director for Vendor Management Carey Willson, Toast’s Director for Customer Care, Sean Ellis, and DoorDash’s Senior Manager for Dasher Experience, Andrew Ullman for an interesting discussion on digital customer experience and how companies should build an integrated human and tech strategy.