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Keynote speaker

Exceptional is the baseline.

Jacque Maples turns struggling service functions into enterprise growth engines, and shows leaders how to do it in ninety days.

Check availabilitySee the talksDownload one-sheet
+16 ptsService level lift in under a year
~$1MAnnual overtime engineered out, zero added headcount
50+Public-sector contracts served through relationship pods
20 yrsLeading CX and operations in healthcare, manufacturing and public-sector services
Jacque Maples, keynote speaker
Signature talks

Six talks. One operating system.

Every session is built from work she has run, not studied. Each can be tailored to your theme and delivered as a keynote, breakout, workshop or panel.

Keynote

Customer Experience Is Not Customer Service

For CEOs, COOs, executive teams, boards

If CX lives in the call center, it is already losing. The companies that win treat it as the operating system the whole enterprise runs on.

  • A working definition of CX that aligns sales, operations, billing and service into one accountable system
  • The six structural signs a business has outgrown its service model
  • How to connect every touchpoint to retention, renewal and revenue
Keynote or workshop

The 90-Day Turnaround: Diagnose, Align, Execute

For New executives, operations leaders, transformation leads

A function in trouble rarely has an effort problem. It has a scale problem. Here is the 90-day cadence that recovers it without burning out the people who kept it alive.

  • Days 1 to 30: understand before acting, and find the numbers nobody was measuring
  • Days 31 to 60: build the coalition across departments that do not report to you
  • Days 61 to 90: deliver early wins that fund the long game
Keynote or breakout

From Call Center to Support Center

For Contact center, CX and workforce management leaders

Same headcount, less overtime, better service. Modernizing a contact center is a planning discipline before it is a technology project.

  • Why average-based forecasting fails at the peaks, and what to replace it with
  • Cross-training and tier right-sizing that drove overtime to zero
  • Sequencing a cloud platform migration so the pilot proves the case
Breakout or workshop

Relationships at Scale

For B2B and public-sector account leaders, city and agency service leaders

Your biggest customers should know their experts by name. Pods aligned to accounts turn a transactional queue into a relationship your competitors cannot copy.

  • Designing pods around contracts, not org charts
  • Specialization without silos: shared visibility and closed-loop service recovery
  • Measuring loyalty and trust, not just speed and volume
Keynote or workshop

Build the System, Not the Fix

For Leadership development, HR and L&D, women in leadership

Strong people with no scaffolding will eventually break. Leaders who build structure that holds without them in the room build careers that compound.

  • Growing a leadership bench from within, in eight weeks
  • Daily huddles, visual boards and target triggers that keep leaders close to the numbers
  • Reporting against targets, not effort
Keynote or panel

AI in the Contact Center Without Losing the Human

For CX, technology and operations executives

Automation should take the work judgment should not have to do. The human moments are the ones customers remember.

  • Where deflection and automation pay, and where they quietly cost loyalty
  • Voice of the customer as a decision input, not a survey
  • A five-year horizon from stabilize to predict to differentiate
About Jacque

Operator first. Speaker second.

Jacque Maples has spent her career on the side of the business where promises are kept or broken: the phone line, the service visit, the renewal conversation. Over nearly two decades she has led customer experience and operations in healthcare (more than 15 years), global manufacturing and distribution, and public-sector services, including organizations going through private equity buyouts.

Most recently she took over a contact center that had outgrown its model and rebuilt it as an enterprise capability in under a year. She replaced a three-tier generalist structure with relationship-based pods aligned to each public-sector client, rebuilt workforce planning until forecasts landed within a few points, raised the service-level target from 80 to 95 percent, and moved to a cloud contact-center platform without adding a single FTE.

Her approach is simple to say and hard to do. Diagnose before acting. Build the system, not the fix. Tie every action to an outcome the business already measures. Jacque speaks to executives who are tired of treating customer experience as a department, and leaves them with a working definition of CX, a 90-day recovery playbook and the measurement discipline that keeps results in place.

She is co-founder and CEO of Caiwood X, an operator-led consultancy that brings the judgment of people who have run the work, amplified by AI, to leaders who need decisions to hold.

Healthcare and patient accessContact centers and CXPublic sector and municipal servicesUtilities and field servicesManufacturing and distributionHospitalityHR and leadership developmentPrivate equity portfolio companies
Formats and fees

Clear pricing. No surprises.

Southern California events: no travel. Elsewhere: economy travel and one hotel night. Nonprofit and public-sector rates available.

Keynote (45 to 60 min)
$7,500 to $10,000
Breakout or workshop (60 to 90 min)
$3,500 to $5,000
Half-day executive workshop
$12,500
Virtual keynote
$4,500 to $6,000
Executive peer group (Vistage, YPO, EO)
Group rate
Booking

Check availability.

Tell us about your event. We reply within one business day with availability and a tailored session outline.