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Customer Experience Management
Optimized Customer Experience through Technology
Arnold Leap, CIO, 1-800-Flowers.com
Future-Proofing Customer Communications
Allen Shapiro, VP of Brand Growth and Engagement, G.N. Shah, CEO, Innovatix Technology Partners
Featured Issue
Rethinking about the Client Experience
Joshua Nelson, Director of Technology Experience at Power Design
Strengthening Customer Relationships in Energy Services
Valerie Eden, Vice President of Customer Experience
ThompsonGas
Turning Customer Insight into Strategic Advantage
Brian Mekka, Director of Customer Experience
Charter Steel
Reshaping Customer Management
Christopher Higgins, CIO, Technology Delivery and Infrastructure Services, U.S. Bank [NYSE:USB]
Advancing Customer Experience in an Ever- Evolving Hospitality Sector
Saverio Scheri, COO, Agua Caliente Casinos
Delivering Unique Customer Experience via Technology
Brian Powers, Customer Experience Officer, LikewizeNews
Your Best Customer is Looking for you- are you Ready?
Michael Sorrentino, VP - Digital Marketing Manager, Digital Banking, Marketing & Experience, Webster Bank
For Richer Insights, Tap Your VOC and CRM
Heidi Mastellone, Director, Customer Experience, Selective Insurance
Leadership, Innovation, and Engagement in Marketing
Dave Moretti, Senior Director of Digital Marketing and Technology, Columbia Business School
The Ever-Evolving Landscape Of Customer Experience Management
Gonzalo Carpintero Navarro, Senior Vice President Operations & Head of Business Transformation Office (BTO), Radisson Hotel Group
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Serving Tomorrow's Customer Today: Reimagining Branch Transformation and Omnichannel Strategies
Douglas Hartung, Director-Research & Development Incubation, Diebold, Incorporated
Technology Differentiators in Customer Experience
Sue Kurian, Customer Experience Strategist, Business Concepts & Solutions
Building a Consumer Grade Experience for Business Clients
Tish Whitcraft, Chief Customer Officer, OpenX
Customer Journey Management; is it the right approach?
David Jodoin, Co-Founder, CTO & SVP of Engineering, CafeX Communications
Digital Developments Impact on Customer Experience
Peter Kelly, CTO of KAR Auction Services & President of KAR’s Digital Services Group
Integration Enables Omni-channel Experiences
Bill Dyer, CTO & Head of Strategy, Alcatel-Lucent Motive
Focus on People and Processes: Unorthodox Advice for New CIOs
Chad Cardenas, Chief Innovation Officer, Trace3
Next Level Web Apps: Customer Telemetry
Justin Baird, Director of Application Development, CubeSmart
Putting a Face on Every Customer
Jay Henderson, Director- Marketing Cloud, IBM Commerce
Transforming Customer Experience with Information and Technology
Jiunn Tan, CIO, Ascend One
Being Your Best Reference Account: 4 Questions Every CIO Should Ask
Alvina Antar, CIO, Zuora
Forget Acquisition; Win Your Current Customers First
Charles Rosenblatt, CCO, Hyperwallet Systems
How Customer Experience is Getting in the Way of a Great Customer Experience
Yasminka Nemet, Chief Marketing and CCO, MV Transportation
A Tale of Two Service Experiences
Miguel Gamino, CIO & Executive Director-Department of Technology, City and County of San Francisco
FizTrade: A Customer Experience Management Case Study
Tom Grounds, CIO, Dillon Gage Metals
Connecting People and Technology to Deliver the Best Customer Experience
Bill Schimikowski, VP, Customer Experience, Fidelity Investments
How to Stay Customer Centric Through Extraordinary Growth
Matt Zurcher, SVP of Customer Care, HomeAdvisor
Creating a Community of Happy Members
Christina Brandon, Director of Quality and Performance Improvement, Meridian Health Plan
Shhhh! Customer Listening in Progress
David Mingle, General Director, Customer Experience, General Motors [NYSE: GM]
Still Struggling With Instagram Marketing? Here is What You Need To Do
Maria Jones, Internet Entrepreneur, Gramista
The Intersection of Technology and Customer Experience in the Field: Getting It Right
Claudine Bianchi, CMO, ClickSoftware
Confronting Customer-Centric Approach
Lynn LaRocca, SVP & Chief Experience Officer, The New York Racing Association
Why an Integration of Digital+Human Customer Experience is Smart
Hilary Hahn, VP, Customer Experience Innovation, Sykes Enterprises [NASDAQ:SYKE]
Transforming Healthcare with Data Lakes and Warehouses
Christina Brandon, Corporate Director of Quality and Performance Improvement, Meridian Health Plan
An ideal Gateway to Bring Brands Closer to the Customers
John Sadowski, Executive Vice President & CIO, Sandy Spring Bank [NASDAQ:SASR]
Why Service Centers Need Not Fear AI: How to Play the Field to Elevate the Customer Service Conversation
Lee Farrell, VP, Engineering Services and Solutions Division, Business Imaging Solutions Group, Canon U.S.A., Inc. [NYSE:CAJ]
Service Driven Technology
Les Ottolenghi, EVP & CIO, Caesars Entertainment Corporation
Digital Customer Experience: Ama's Rx For Growth
Todd Unger, Chief Experience Officer & Senior Vice President, Physician Engagement, American Medical Association
How Recent Technology Developments and Transformation in Healthcare are Impacting your Business Environment
Katrina Schiedemeyer, Customer Quailty Analyst, Oshkosh Corporation
Customer Experience- The New Differentiator
Ruth Crowley, VP of Customer Experience Design, Lowe's Companies, Inc.
People as the Centerpiece of Customer Experience
Jessica V. Ludvigsen, SVP & Director, Customer Experience Center, Woodforest National Bank
Building a Texas-Sized Call Center Model For Our Customers
Elena Ford, Chief Customer Experience Officer, Ford Motor Company
AI Is Changing CX, but Human Intelligence Still Matters
Mike de la Cruz, CEO, Directly
Digitization Before And After A Global Pandemic
Rush Blevins, Chief Information Officer, Flagship Credit Acceptance
The Evolution of Service Provider Customer Service
Tom White, Chief Technology Officer, Consolidated Communications
Why Data Alone Won't Improve Customer Experience
Phil Thomas, EVP Customer Insights Data & Analytics, Scotiabank
Follow These 6 Steps to Build an End-To-End CX Strategy
Jonathan Brassington, Head of Digital Customer Experience, Capgemini North America
The Right Way to Understand Customer Behavior Through Data
Bruno Guicardi, President, Co-Founder, CI&T
How Contact Centers Can Fire Up Their Holiday Customer Service Strategies - Without Burning Out
Chris Tranquill, Chief of Strategy, Khoros
Laying the Foundation of a Satisfying Commuter Experience
Yvette Mihelic, Director Customer Experience, John Holland Rail and Transport
A Modern Policy Admin Platform - Keeping Cost and Customer Experience in Mind
Chris Eberly, VP, Life IT, Lincoln Financial Group
Creating Convenient Customer Experiences in Retail
Derek Gaskins, Chief Marketing Officer, Yesway
Build vs. Buy is out: Today it's Trust vs. Control
Jamie Cash, Chief Operating Officer, Luxury Travel Holdings & Cruiseline, World Travel Holdings, Inc
The Secret to Improving Your Customer Experience: Prioritizing the Front-Line Associate
Alex Tallman, director of retail experience & education, Fleet Feet
Customer Experience is the key to Business Growth
Greg Tucker, CEO, MBA, CCXP, Tucker & Company
Stay Updated with Technological Development to Drive Better CX
Ingrid Olson, Head Of Customer Experience, Melio
Prioritizing The Customer Experience
Paul Tobias, District & Quality Assurance Manager, Osmow’s Inc.
Strategizing the Development and Management of Digital Platforms to Drive Innovation
Frank Verkerk, Group Chief Platform Officer, Zurich Insurance Group [SWX: ZURN]
Empowering Financial Literacy and Trust through Personalized UX Design
Alex Hachey, VP, Sr. User Experience Design Manager, T. Rowe Price
Making Sense of Artificial Intelligence
Joe Zirilli, Vice President, Solutions Architecture, Artificial Intelligence, Parsons Corporation
Embracing Innovations and Overcoming Challenges
Ann McGlinchey, Vice President, CXM, CMI Media Group
Balancing Stability and Strategy in Risk Management
J.J. Fuqua, Director of Global Risk Management, Papa John’s
Driving Healthcare Innovation: The Role of Digital Transformation and AI in Enhancing Patient Care and Operational Efficiency
Dalia Powers, Senior Vice President and Chief Information Officer - Growth and Digital, Humana
Driving Business Success through Leadership and Customer-Centric Principles
Bradly Sax, Customer Strategy & Experience, Vice President at Lendlease
Navigating the Evolving World of Wine and Hospitality
Dave Gerardu, Wine Director, Happy Corner Hospitality Group
Scrum Adaptation and Risk Management
Lou Windsor, Project Manager, Global Information Technology, Aviagen
Building Technical Services as a Strategic Lever in CPG
Ted Beyer, Director of Technical Services, First Day
Bridging Analytics and Business Strategy in Consumer Finance
Dan Niemiec, Executive Vice President & Chief Credit Officer, 1st Franklin Financial Corporation
CX Leadership in an Age of Distraction
Cecile Latimore, Director of Customer Experience and Advocacy, Citizens Property Insurance Corporation
Orchestrating the Experience: How AI and Modernization Are Redefining Customer Communication
Allen Shapiro, VP Brand Growth and Engagement, Innovatix Technology Partners
Customer Experience in the Age of Amplified Complexity
Wes Dudley, Senior Vice President, Customer Experience, Broad River Retail
Self Service at Scale: Why the Best Customer Experiences Start Before a Conversation
Zach Harris, Director of Customer Experience, Big Ass Fans
Building Customer Experience From the Front Lines
Benjamin Devey, Senior Direct of Customer Experience, Ollie
From Relationship Data to Enterprise Intelligence
Leyla Samiee, Chief Product and Technology Officer,Introhive
Modernizing Customer Experience through Technology and Human-Centered Service
Diana Zada, Director of Sales and Customer Service, Customer Experience Visionary
Customer Experience isn't a department, it's a decision.
Lisa Daverin, Director Customer Experience, Experience Leadership Catalyst
