Jeff Harmon

Manager, Travel Operations Project Development and Integration
The Walt Disney Company

In his current role with Disney Jeff uses his background to guide future strategy and project work for Walt Disney World and Disneyland Travel Operations. Jeff previous roles as Manager, eCommerce Sales & Service leading the eCommerce Team involved their work streams of email, Internet Help Desk and Live Chat. In this role he worked with partners throughout the Walt Disney World organization solving for the complexities of the launch of My Disney Experience. Jeff’s unique professional background combines a passion for our Guests and Cast (Customers and Employees) with a deep understanding of how to utilize technology to support both. Since joining Disney in 2008, Jeff has excelled in a variety of roles, and successfully led multiple Disney Call Center Teams from 2010 to 2016. Prior to Disney, Jeff held leadership positions at Target Stores, Goodwill Industries, and Plainfield Congregational United Church of Christ.

Check out the incredible speaker line-up to see who will be joining Jeff.

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Be Our Guest: Extending Digital Solutions To The In-Trip Experience

Sunday, February 4th, 2018

14:40 The Concierge In Your Pocket: Showcasing Disney’s Mobile & Digital Connected Experience

Consumers have more ways than ever to research, review, and purchase hotel, flight, and vacation packages - web , Facebook, mobile apps, SMS, and more. But this industry has always been more than just dispensing a commodity - it was built, and still thrives, on delivering an experience. For Disney, that experience focuses on messaging - mobile or web. By transforming your contact center to a connection center, you will not only meet the demands of today's consumer, but drive greater value to your overall business and increase brand loyalty. Messaging provides the opportunity to redefine the concierge experience and put your brand in the pocket of consumers, provided your brand:
• Understands how mobile adoption, customer mobility, and messaging changes the way consumers browse, buy, and connect
• Creates a mobile-driven, consumer-centric experience that simplifies the most common travel & hospitality customer journeys
• Scales your front-line team to connect with more guests and provide a VIP experience without increasing labor or overall costs