Timezone: EST
How Smart Organizations are Breaking Free to Align, Plan, and Decide Faster in a Complex Tech World
Today’s CIOs and CTOs are no longer gatekeepers of infrastructure — they are architects of transformation. In this powerful session, we’ll explore how organizations are tapping into “The Intelligence Within” — the often-overlooked insights buried in their people, platforms, processes, and customer interactions — to reimagine what’s possible.
This webinar dives into how technology leaders are enabling proactive decision-making by harnessing real-time data, AI-generated discovery, and dynamic journey insights across the enterprise.
Our guest speakers Jim Fuchs, Manager, Voice Network Engineering and Shivangi Goyal, Program Manager of Customer Excellence from Duquesne Light Company will discuss how leaders can align, plan and decide faster ahead of projects — not just react — to change. From reducing friction in customer and employee experiences to generating true business requirements faster, this is the intelligence era of leadership.
You’ll leave with a new lens on how to:
Leverage new age discovery techniques to accelerate organizational clarity and action
Extract and scale intelligence across silos without disruption
Empower cross-functional teams to innovate with purpose and speed
Future-proof transformation by aligning intelligence with strategy
Featured Speakers
Rich Tarity
Founder & CEO - TruCX
Richard Tarity is a seasoned customer experience strategist and SaaS entrepreneur with over two decades of leadership in transforming contact centers and customer journeys. As the founder of truCX, he empowers organizations to self-discover CX insights and drive innovation through data-driven decision-making.
Shivangi Goyal
Program Manager, Customer Excellence, Duquesne Light Company
Serving as Program Manager for Customer Service at Duquesne Light Company, dedicated to elevating customer experience through strategic programs that strengthen trust and establish a customer service center of excellence.
Jim Fuchs
Manager, Voice Network Engineering, Duquesne Light Company
Jim Fuchs is an information technologist with a passion for excellent customer service. He has 10 years’ experience in contact center leadership and 15 years of implementing and supporting customer experience solutions across various channels. Most recently Jim has been responsible for 24/7/365 contact center and operations systems for Duquesne Light, the primary electric utility in the Pittsburgh area. When he’s not keeping the lights on, Jim enjoys hiking, kayaking, and exploring local craft brewers’ latest innovations.
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