Las Vegas Convention Center

26th & 27th April 2023

10AM - 5PM WED & 10AM - 4PM THUR

Apr 26 & 27 / 2023

LVCC, Las Vegas

Chase Labrador: Speaking at the Call and Contact Center Expo USA

Chase Labrador

Senior Manager of Global Member Services Communications  -  TechStyleOS

Where the Fashion Runway meets Knowledge Management: The TechStyleOS Lighthouse Implementation Success Story

In this talk, we will deep dive into how TechStyleOS created a globally unified and connected team during a worldwide pandemic. TechStyleOS is a global membership fashion commerce company focused on reimagining the global fashion business. Connected employee experiences and outstanding customer experience are at the root of TechStyleOS culture. We set out to implement a new KM system while all employees were remote and the world was undergoing the pandemic.

Prior to the implementation the organization had basic search functionality, extensive load times and limited user experience, all via an information repository. We managed to undergo a complete (and fashionable) makeover during the COVID-19 pandemic to create an elevated communication strategy, simplified end-user experiences for employees and improved customer experience. During this session, we will highlight the elements that made this shift such a success, including how to best communicate with employees, provide one single source of truth and promote continuous learning and development.