RECOMMENDED EVENTS
Day 1 Track 4
CUSTOMER EXPERIENCE & ENGAGEMENT
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1:30 - 2:15 |
Implementing Your Customer Experience Plan: Taking Action Karen Quintos, Vice President & General Manager, Call Center Operations, DELL Laura Bosworth, Director, Global Strategy, Customer Experience, DELL |
| 2:30-3:15 | Focusing Your Entire Organization to Deliver Customer Experiences with ROI
Lawrence A. Crosby, Ph.D., CEO, SYNOVATE LOYALTY |
| 3:15 | • Networking Break in the Exhibit Hall • Book Signing with Chip Bell |
| 4:00 - 4:45 | Through the Looking Glass: How the Employee Experience Mirrors (and drives) the Customer Experience
Rodger Stotz, Vice President, Managing Consultant, MARITZ INC. |
| 5:00 - 5:45 | Developing Metrics to Measure the Total Customer Experience & Deliver "Wow" at Every Opportunity
Jill Ouellette, Director, Consumer |