07 Nov November 7, 2019 – SHRM John Taylor, iLife Nelson Lee and Customer Service Guru John DiJulius
Companies need to do a better job investing in their people
management. The idea that everyone knows how to be a
manager is awfully naive.
Johnny C. Taylor, Jr. is President and Chief Executive Officer of SHRM, the Society for Human Resource Management. SHRM drives social and economic change in the workplace and fosters mutually beneficial work environments that serve both business and employees. As a global leader on human capital, culture and leadership, Johnny is a sought-after voice on all matters affecting work, workers and the workplace. He is frequently asked to testify before Congress on critical workforce issues and authors a weekly column, “Ask HR,” in USA Today. Mr. Taylor’s career spans over 20 years as a lawyer, human resources executive and CEO in both the not-for-profit and for-profit space. He has held senior and chief executive roles at IAC/Interactive Corp, Viacom’s Paramount Pictures and Blockbuster Entertainment Group, McGuireWoods LLC and Compass Group USA. Most recently, Mr. Taylor was President and Chief Executive Officer of the Thurgood Marshall College Fund. He is a member of the U.S. Department of Commerce’s American Workforce Policy Advisory Board and Chair of the President’s Advisory Board on Historically Black Colleges and Universities. He serves on the boards of the University of Miami, Jobs for America’s Graduates and the American Red Cross and as an adviser to Safe Streets & Second Chances. He is licensed to practice law in Florida, Illinois and Washington, D.C.
Nelson Lee – CEO and Founder of iLIFE Technologies
The first problem we solved in the insurance industry is
that everyone, almost universally has a bad experience.
Nelson Lee developed an understanding of finance and insurance industry practices at a prominent investment bank, and quickly made a jump to Pacific Advisors (a Guardian Life company) in 2016, where he closed a complex $117 million contract and became the youngest employee to ever win Advisor of the Year, out of 3,000 employees. He went on to build his own company where he created a $2 million revenue stream in under 18 months. Despite this success, Nelson felt consumers were not getting the authentic support they deserved and felt the industries were ripe for a significant shift. He is now focusing on developing a platform to ensure consumers are matched with the best policies (without commissions motivating sales), the insurtech platform, iLIFE Technologies.
John DiJulius – President of The DiJulius Group – Author of The Relationship Economy: Building Stronger Customer Connections in the Digital Age
The one drawback when you are known for customer service is that
your reputation now over-promises. That’s a good problem to have,
but you better make sure that you can live up to it.
John DiJulius is president of The DiJulius Group and a sought-after authority on world-class customer experience, working with companies such as The Ritz-Carlton, Lexus, Starbucks, Progressive Insurance and more. In his new book, The Relationship Economy: Building Stronger Customer Connections in the Digital Age , he shows how to attain meaningful, lasting relationships with customers. By 2025, AI will power 95 percent of all customer interactions. But despite advancing technology, the disruptive force happening in business today is relationship building. John expertly makes the case that customer personalization and relationships are more important now than ever.