Customer Experience Forum

September 9, 2012 - September 11, 2012

In a post-recession economy where every dollar counts, companies and their Customer Experience leaders are challenged to grow and retain customer bases and revenue in fiercely competitive markets. All the while, they face ever-increasing pressures to reduce costs without compromising service. With a well-executed Customer Experience strategy, leaders have the opportunity to rise to the challenge by delivering exceptional value to their company and their customers. Successful Customer Experience executives must implement cost-optimizing innovations and they must master the essential yet formidable task of integrating their strategies with the rest of the organization. Additionally, by harnessing the new powers of social and mobile media, a Customer Experience leader can transform customer experiences, relationships, sentiment, and loyalty in new, exciting, and cost-effective ways. 

Consero’s 2012 Customer Experience Forum will address the most critical, top-of-mind challenges facing Customer Experience leaders, providing them a unique opportunity to learn best practices, benchmark their efforts, explore strategies and tactics, and prepare for the fast-approaching future of Customer Experience.

HEADLINE TOPICS INCLUDE:

  • Transformers, Beacons, Outliers, and Explorers: Remarkable Paths on the Journey to Customer Experience Excellence
  • New Frontiers and Opportunities for Customer Experience in Social and Mobile Media: Is There an App for That?
  • Metrics and Analytics: Where to Search for Treasure in your Customer Experience Data
  • Integrating Your Customer Experience Plan into the Organization
  • Employee Engagement: Achieving Outstanding Customer Experience with Outstanding Employee Engagement and Talent Development Strategies
  • Cost-Optimization and Communicating the Financial Importance of Your Customer Experience Plan to the Leadership and Investors

FORUM FACULTY: Each individual biography of our Forum's distinguished faculty can be found by following the faculty member's respective link below. 

  • WAI AU (Sage), Dir., Customer Experience
  • DIANE BELCHER (Fidelity Investments), VP, Customer Experience Strategy
  • VEN BONTHA (Cemex, Inc.), Director, Customer Experience & Supply Chain
  • SANDRO D’AMICONE (Tarkett), Vice President, Customer Experience and Information Technology
  • ANDREW DRONEY (ADT Security Services), Director, Customer Experience
  • STEPHEN GASKIN (Scotiabank), Vice President, Self Service Customer Experience
  • BANAFSHEH GHASSEMI (American Red Cross), VP, Marketing - ECRM & Customer Experience (CE), VP of Constituent (Customers) Experience Management
  • KELLY HARPER (BMO Financial), Director, Brand and Customer Experience
  • JEFF HAWLEY (Yamaha Corporation of America), Director, Customer Experience Group
  • NEFF HUDSON (USAA), Assistant Vice President, Emerging Channels
  • CHARLES KING (Bank of America), Retail, Preferred, Small Business and Products Customer Experience Executive
  • SUE MARTIN (Newegg.com), Director, Customer Service
  • CAROLYNE MATSESHE-CRAWFORD (Orbitz Worldwide), Global Contact Center Strategy Services Executive
  • JARED MILLER (United Airlines (Continental Holdings)), Managing Director, Self-Service and Emerging Technology
  • DAVID MINGLE (Nissan North America), Sr. Director, Customer Management and Strategy
  • ROBERTA O’KEITH (GE Energy - Environmental Services), Customer Insights Leader, GE Energy - Environmental Services
  • GARY QUALLS (DIRECTV, Inc.), Vice President, Customer Care
  • JANINE RAMSEY (U.S. Cellular), Manager, Customer Strategic Initiatives
  • RICHARDA RAY (Coventry Health), VP, Customer Service Operations
  • JEFF SCHULZ (ICBC), Chief Customer and Marketing Officer
  • ERIC SEAL (Constellation Energy), Customer Experience Executive
  • KRISTIE SELLS (Dow Jones), Vice President, Customer Experience
  • SCOTT SHAW (T-Mobile), Director, Sales Operations
  • BOB SIKORA (Rockwell Automation), Manager, Customer Experience
  • MICHAEL TROTTER (Vonage), VP, Customer Experience
  • MARK VAN WAGENEN (Hertz), Director, Customer Experience
  • MICHELE WATSON (Match.com), Vice President, Global Customer Care
  • BRENT WICKENS (Netflix), VP, Worldwide Customer Service

CONTACT US: Consero is always eager to connect with people who wish to contribute to its mission. Want to know how you or your organization can become involved? Have a question about this or other Consero Forums?

If so, please contact us at:

Consero Group LLC 
4915 St. Elmo Ave., Suite 100 
Bethesda, MD 20814 
(202) 595-9300 tel 
(202) 595-9301 fax
info@consero.com

 

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