breakout

Barry Kirk

Partner, Chapman & Co. Leadership Institute

Barry Kirk is a Partner at Chapman & Co. Leadership Institute, where he leads the leadership consulting and training practice. With over 20 years of experience in customer experience and workplace culture consulting, Barry helps organizations achieve growth by building meaningful relationships at all levels.Barry's expertise focuses on customer-centric leadership, guided by the core principle of "Customers are human beings first" and the conviction that your team members have the greatest influence on positive customer outcomes.Barry holds a degree in journalism from the University of Missouri-Columbia, is a Certified Loyalty Marketing Professional (CLMP), and the proud owner of a fabulous home tiki bar, The Lost Boys Lounge. 

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Sessions

Breakout session

Wed, May 14, 1:30 pm - 2:20 pm MT

The Human Factor: How MetLife’s Service Revolution Put People First

LIFT UP FOR YOUR COMMUNITY

In this session, discover how MetLife transformed a 1,000-person service organization by embracing-human centered culture. Metlife’s Director of Learning & Talent Solutions, Megan Borchers, and Service-Learning and Business Solutions Manager, Jennifer Fiedler, joined by Barry Kirk, Partner at Chapman & Co. Leadership Institute, will share how MetLife shifted beyond traditional performance metrics and empowered its customer service teams, driving double-digit improvements in retention and significantly boosting customer satisfaction.

Through this compelling case study, you’ll learn how prioritizing Truly Human Service – both internally and externally – fostered a lasting cultural shift that elevated both employee engagement and customer experience. Walk away with practical insights on how to scale cultural change while navigating the complexities of a large, established organization.

This session is sponsored by MetLife & Chapman & Co. Leadership Institute.

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Employee Engagement & Experience | Hiring, Retention & Succession Planning | Leadership & Talent Management | Performance & Productivity | Workplace Culture & Innovation

Barry Kirk

Megan Borchers

Jennifer Fiedler

Not your average HR conference

World-class speakers boldly tackling today’s most urgent topics. Personalized content thoughtfully-curated to your role and goals. Next-level networking experiences that connect leaders from all over the world.

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