Leon Gantt

VP of Contact Center & Guest Experience United Parks

Leon Gantt has dedicated his career to transforming data into opera-tional decisions for major brands across the world for more than twen-ty years. His professional experience includes work at United Parks & Resorts (SeaWorld), Wyndham Destinations, NBC Sports’ GolfNow, Allstate and The Walt Disney Company. As Vice President of Guest Ex-perience & Contact Center at United Parks & Resorts, Leon oversees a digital-first omnichannel system which handles more than five million Guest interactions annually. The contact center under his direction achieved a 114% revenue growth from $34M to $74M and over 17% cost reduction, during consecutive years. This was accomplished through the implementation of predictive analytics and real-time per-formance monitoring in operations and daily decision-making process-es.

Agenda Day Two

3:40 PM KEYNOTE PRESENTATION: FROM INSIGHTS TO IMPACT: EMBEDDING DATA INTO DAILY DECISIONS

Too often, insights stay trapped in reports instead of shaping outcomes. This closing session explores how to operationalize data, so it becomes part of

everyday decision making.

• Closing the gap between insight and execution.

• Embedding data-driven thinking into organizational culture.

• Measuring the tangible business outcomes of CX insights.

Check out the incredible speaker line-up to see who will be joining Leon.

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