Vera Bradley, Director of Customer Experience
Susan is responsible for the contact center and voice of the customer strategy at Vera Bradley, a luggage, travel, accessories and handbag design company founded in 1982. Her focus is on collecting and evaluating valuable insights from customers enabling their customer service representatives to provide faster resolution, as well as improve customer experience and boost brand loyalty. Over the past 18 months, Vera Bradley has implemented NICE inContact CXone for voice and digital channels. In addition, Advanced Chat for CXone solution is used for web chat and interacting with customers through SMS text message. They seamlessly integrated workforce management, and have implemented a “Work Remote” program to increase agent satisfaction. Prior to Vera Bradley, Susan worked in Telecommunications, Sales and Customer Care in the US, as well as the UK.