Disney Exec | Creating a culture of service excellence

Exceptional CX starts long before the first interaction—It begins with leadership, culture, and how you treat your people. In this fireside chat, Barry Jacobson veteran CX leader turned entrepreneur, shares powerful lessons from a 40-year career rooted in service, storytelling, and insights behind Disney’s and other iconic companies’ enduring magic. Discover why his “people-first philosophy” isn’t just a philosophy, it’s a proven formula for profitability and brand identity.

Through real-world examples and practical frameworks, this session will explore how purpose-driven leadership and consistent coaching can transform your contact center into a hub of excellence with happy employees. Learn how to align leadership, empower employees, and instil pride into every customer interaction, because when employees feel valued and supported, your customers will, too.

Attendees will learn:

• The four-part formula for service success: People + Purpose + Place + Pride = Profit
• How to align leadership and culture to create consistent, high-quality experiences at scale
• Actionable techniques and takeaways from Barry's playbook—like the G.U.E.S.T. approach—that you can bring to your contact center tomorrow