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Total Customer Experience 2016


Monday, October 10, 2016


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A Day in the Life of Your Customer

Roy Barnes, President @ Bluespace, Author "For Dummies, Customer Experience"


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Innovating for the Next Generation of Customers

Javid Iqbal, Professor of Customer-Centric Innovation @ Depaul University


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What do Your CUstomers Want? - Measurement Strategies to know how to better serve your customers

Barbara Higgins, Customer Experience Expert


Customer Segmentation & Lifetime Value

Mindy Lamb, Vice President Customer Experience Service Operations @ Cigna 


Customer Insights for Innovation

Kieran Layton, Customer Experience Leader @ Hewlett Packard Enterprise


Persona Development & Utilization

Barbara Ballard, Director of Research @ Radius Innovation

Joss Warburton, Director of Design @ Radius Innovation


VOICE OF CUSTOMER EXCELLENCE

Sally J. Kane, Sr. Program Manager, VoC Programs @ Wolters Kluwer

Website: www.sallykane.com
LinkedIn: https://www.linkedin.com/in/sallyjkane
Twitter: @sallyjkane
Email: sally@sallykane.com


Creating A Customer Experience Culture

Bill Cusick, Vice President, Customer Experience @ Zurich NA