CCW Las Vegas | headliner
Geoff Burbridge
The Human Edge: Why Hiring the Right People Still Matters in a Tech-Driven World
Thursday, June 12 | Main Stage
It’s tempting, given the relentless hype around AI and automation, to assume technology will solve our toughest challenges. But here’s the simple truth: no algorithm has ever calmed an angry customer, turned around a difficult interaction, or built loyalty through empathy alone. Simply put, the intuitive brilliance of skilled agents remains unmatched – no matter how advanced our tech becomes.
Capital One Managing Vice President Geoff Burbridge makes the case that your strongest competitive edge isn’t technology itself, but the people behind it. Drawing from Capital One’s human-centered approach to hiring and developing talent, Geoff identifies the key traits that empower agents to consistently outperform expectations in today’s tech-forward customer contact environments.
Even the smartest tools have their limits. Recognizing where automation ends, and human intuition begins can transform a routine customer interaction into a brand defining moment. As innovation barrels forward, the ultimate competitive edge still rests with leaders who know how to find, nurture, and unleash the power of exceptional people.
Geoff is a Managing Vice President in the Channels Organization for Capital One’s US Card Division. Leading the Horizontal Services team, Geoff and his team oversee a diverse range of disciplines – including quality, learning, complaints administration and supplier solutions. In addition, they work closely with the Capital One partners and play a key role in the integration of the Discover, driving strategic initiatives to enhance operational efficiency as well as agent and customer experience across multiple touchpoint.
Geoff joins Capital One from Truist where he was an Executive Vice President and Head of the Truist Care Centers. Leading 4,000+ Truist teammates and contractors to care for the teammates, clients and communities that Truist serves. Geoff started his career on the front line and has more than 30 years of financial services experience in both banking and insurance, primarily working with large scale customer-facing channels, contact center (voice and non-voice), social media, digital/mobile as well as branches. He serves as the Chairman the advisory board for Customer Contact Week.
Geoff is a Michigan native and is a Michigan State University graduate.