Catalyst for digital transformation
Kandy White is a recognized leader and influencer with experience leading Digital and Operational Transformation across multiple disciplines and industries. Leveraging her 20 years of leadership in Global Fortune 250 companies, she has helped organizations navigate transformation by bringing technology and talented people together to create simple, engaging digital and personalized experiences. Through the direction of multi-million dollar investments, her teams have delivered more than $800M in margin growth over the past decade.
Kandy F. White
HUMAN CAPITAL, TECHNOLOGY, & OPERATIONS EXECUTIVE
Organizational Psychologist and Digital Optimist fascinated by the way technology shapes and influences our lives and careers.
SPEAKING ENGAGEMENTS
KEYNOTE ADDRESS:
THE SEARCHERS: LEVERAGING DISRUPTION TO CREATE VALUE IN A PANDEMIC WORLD
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Savvy employers must be equipped to identify skills and translate them into new opportunities amidst labor market and industry disruptions. To outlast the disruption, contact center leaders will need to find new ways to create value based on what they know about their industry and its stakeholders. Core competencies will translate across sectors allowing individuals to thrive in new ways that create value for clients and leverage prior experience to protect - and possibly even create - jobs.
PANEL:
WORKFORCE TETRIS: LINING UP RESOURCES WITH TODAY’S NEEDS
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Companies worldwide are suddenly having to facilitate the ability for most, or even all, of their employees to work remotely and must now learn how to manage that shifting workforce. This panel discussed how companies are maintaining employee engagement, ensuring productivity and maximizing retention in the age of social distancing. In addition, it will also look at best strategies for virtual hiring and training as corporate needs shift across the organization.
October 27-30, 2019
15th Anniversary Customer Contact West:
A Frost & Sullivan Executive MindXchange
Huntington Beach, California
KEYNOTE ADDRESS:
CUSTOMER TRUST AND ITS ENABLING TECHNOLOGIES
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Trust and credibility are foundational to every brand’s success, yet the data tells us that consumer trust is at an all-time low. Brands must work to earn trust by treating every interaction as an opportunity to build the customer relationship and nurture confidence.
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Key Takeaways:
·Guide to the understanding interactions across the key pillars of brand trust, satisfaction, loyalty, and word of mouth
·Best practices for enabling trust and incorporating consent for automated service technology, biometrics, and AI
STRATEGIC BOARDROOM:
MEETING THE UNIQUE CHALLENGES OF THE ENTERPRISE CONTACT CENTER
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Learn how to deploy a data driven decision model to remove bias from disparate organizational biases
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Blueprint of strategies for leveraging data to drive change to overcome transformational adversity
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Tips for gaining buy in more creative way – program branding
September 24, 2019
UWEBC Business Best Practices and Emerging Technologies Conference
Madison, Wisconsin
KEYNOTE ADDRESS:
PRACTICAL APPLICATIONS OF AUTOMATION IN CUSTOMER FACING SERVICE: HOW REAL CARE ORGANIZATIONS ARE FINDING SUCCESS WITH AI AND ROBOTICS
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Artificial intelligence (AI) and robotic process automation are garnering a lot of attention among customer care organizations due to evolving customer expectations around interacting with brands and the need to increase team member productivity in the face of a challenging staffing climate. But AI and robotics are also near the apex of the "hype cycle", leaving care leaders to wonder what is the realistic promise these technologies hold today. In this talk, Topics to be discussed include:
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Identifying the right use case scenarios for external and internal-facing automation.
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Utilizing AI, machine learning and robotics to enhance and optimize business processes.
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Addressing the apprehension employees often have about automation.
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Balancing investments in technology with investments in process and people
PANEL:
KEYS FOR SUCCCESSFUL IMPLEMENTATION AND INNOVATION
A team of industry leaders shared insights, views, and experience on how our organizations’ structure and culture are adapting in a complex and fast-moving industry. Transformation is not an option, it’s an imperative. As new technologies and different ways of thinking enter our industry, our cultures must transform to embrace change, welcome big ideas, cultivate our best teams, and enable collaboration across all stakeholders.
The panel discussion focused on three key points that enable big ideas to be successfully innovated. Step 1: Identify the ideas you want to happen, step 2: Get the right people involved and step 3: Test/evaluate both during the process and after. The panel featured industry experts including Salpi Meyer, SVP, Sales National Correspondent Division at Plaza Home Mortgage, Tawn Kelley, CEO of Taylor Morrison, and Kandy White, Senior VP and Head of Global Operations at Altisource.
PANEL:
HOW WOMEN ARE LEADING TRANSFORMATION IN TECHNOLOGY
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Join the TAG Cloud Society and our all-female panel of IT Executives as they discuss the importance of disruption of the status quo and the “that’s how it’s always been done” culture at their companies to gain results!
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Come learn from thought leaders from McKesson, The Home Depot, Colonial Pipeline, WC Bradley Co, and Altisource share how they are leading and driving digital transformation in their organizations!
KEYNOTE ADDRESS:
CONSTRUCTIVE TECHNOLOGIES & THEIR IMPACT ON INDUSTRIES
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2020 view of technology impacts on B2C, B2B, and Regulated Enterprises of all sizes from small business to large enterprise
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Influence of iOT, 5G, Smart Cities, Smart Homes, Robotics, Machine Learning, Device data:
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Building confidence and engagement of stakeholders and resources for the future
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Balancing investments in technology with investments in process
PRACTICAL APPLICATION OF AI:
LEVERAGING AI FOR AN INTUITIVE AND PERSONALIZED EXPERIENCE
Artificial intelligence is changing how customers interact with brands, and the 2020 generation of digital natives is leading to rapid evolution of customer expectations. Leveraging real world examples, this session will help you discover how you can apply artificial intelligence and machine learning to make your customer and employee experiences better. Key topics:
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Utilizing technology to enhance and optimize business processes: AI, MLM, Robotics
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Cultivating the right client journey from AI to human interactions
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Balancing investments in technology with investments in process and people
DISTILLING THE FEAR OF DIGITAL
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Engaging employees to embrace change
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Building understanding around the effects of emerging technology on individual roles
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Balancing investments in technology with investments in process
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Appreciating and adapting to nuances of culture across geographically dispersed organizations
EXPERIENCE
JUN 2021 - PRESENT
Vice President
Human Capital Solutions
Global Operations
CONDUENT
Recruited to develop and execute transformation strategy to reposition Conduent’s $450M revenue business in the broader Human Capital Management market spanning all aspects of Human Resources Operations and the employee experience. Accountable for the Global Human Capital Solutions Operations organization spanning 19 countries, >80 enterprise clients, and 660 small and mid-market clients.
Leads business unit strategy, operational execution, ongoing technology support, client advocacy, and service delivery for a multi-national team of 5000 direct and indirect reports. Oversees day to day operations across 4 key product pillars including HR & Payroll Operations, Health & Wellness (benefits administration), Wealth & Retirement, and Learning & Development Solutions.
VERIZON COMMUNICATIONS
Promoted by CIO to lead dual functions of Business Operations and HRIS/HCM technology development and delivery.
Directed all business operations, Lean Six Sigma transformation, and program management spanning a global organization of >4200 people.
Created a progressive, tech savvy, and intuitive work environment through delivery of HR/HCM technology programs across 49 employee facing applications supported by a global team of developers.
Directed the implementation of systems, methodologies, and thought leadership to enable $450M in business value ($125M EBITDA) through improvements in talent acquisition, career management, employee development, employee engagement technologies, payroll accuracy, transactional and process efficiencies, and reduced cost to hire.
2013-2015
Director
Technical Customer Service
National Operations
VERIZON COMMUNICATIONS
Recruited by Senior Vice President of National Operations to lead the South and West area technical customer service operations.
Led an organization of >750 people spanning 8 US locations. Direct P&L accountability for budget exceeding $50M. In a unionized environment, created programs, best practices, and data driven process optimizations to improve front line operations performance. Recruited and developed leadership talent and initiated programs that have enabled the South/West areas to deliver top performance more than 2 years after my departure.
Within 10 months, delivered #1 area performance with 7 operations locations ranked in top 30% performers, and highest ranked customer repair experience measures in Verizon’s national footprint.
APR 2019 - APR 2021
Senior Vice President
Global Operations
ALTISOURCE HOLDINGS
Recruited to cultivate and lead a newly formed Global Operations organization through process and digital transformation spanning 35 products and over 200 enterprise clients.
Creates and matures strategy to deliver best in class operational, technical, and service performance across a portfolio of strategic businesses and platforms (Hubzu, REALHome, Granite, Premium Title, Trelix, and other end to end technology solutions serving the mortgage and real estate industry).
Leads a diverse set of departments and operations functions serving the end to end asset life cycle including Field Services, Marketplace, Asset Management, Valuations, Originations, Field Vendor Management; and Title, Closing, & Trustee services.
JAN 2017 - APR 2019
Vice President
Service Technology
Small Business Service Operations & Technology
AUTOMATIC DATA PROCESSING (ADP)
Recruited to build and execute strategy for ADP's Small Business digital transformation. Leveraged technology to grow the business, lower cost of service, and improve client experience.
Head of a global team accountable for Service Technology, Work Force Management, AI Automation and Engineering, and Product Technical Support.
Supports the global SBS portfolio including Core Payroll, Retirement Services, Insurance Services, Wholesale, HR411, Teledata, and Time/Labor Management business units under one unified tech strategy umbrella.
2015 - 2017
Executive Director
Global Human Resources and HCM Technology
Global Technology Solutions Chief of Staff and Business Operations
2013-2015
Director
Technical Customer Service
National Operations
VERIZON COMMUNICATIONS
Promoted by CIO to lead dual functions of Business Operations and HRIS/HCM technology development and delivery.
Directed all business operations, Lean Six Sigma transformation, and program management spanning a global organization of >4200 people.
Created a progressive, tech savvy, and intuitive work environment through delivery of HR/HCM technology programs across 49 employee facing applications supported by a global team of developers.
Directed the implementation of systems, methodologies, and thought leadership to enable $450M in business value ($125M EBITDA) through improvements in talent acquisition, career management, employee development, employee engagement technologies, payroll accuracy, transactional and process efficiencies, and reduced cost to hire.
VERIZON COMMUNICATIONS
Recruited by Senior Vice President of National Operations to lead the South and West area technical customer service operations.
Led an organization of >750 people spanning 8 US locations. Direct P&L accountability for budget exceeding $50M. In a unionized environment, created programs, best practices, and data driven process optimizations to improve front line operations performance. Recruited and developed leadership talent and initiated programs that have enabled the South/West areas to deliver top performance more than 2 years after my departure.
Within 10 months, delivered #1 area performance with 7 operations locations ranked in top 30% performers, and highest ranked customer repair experience measures in Verizon’s national footprint.
FOCUS AREAS
CHANGE AGENT
DIGITAL OPTIMIST
AGILE ENTHUSIAST
PURPOSE DRIVEN
COMMITTED TO GROWTH
COACH AND MENTOR
CONTACT ME
KANDY F. WHITE
SENIOR VICE PRESIDENT
GLOBAL OPERATIONS
Phone
813-777-8139