Customer Experience

Our guest today, Dr. Graeme Codrington, is an expert on the new world of work. As a best selling author, internationally recognised futurist and expert speaker, he has helped companies around the world to understand the forces that will shape the world in the next decade. His academic credentials include five degrees with a Doctorate in Business Administration and a Masters in Sociology. He also lectures part-time at four top universities, including the London Business School. Yet, his experience is rooted in practical business. He has worked for KPMG and in the charity sector. He is an entrepreneur, having successfully been involved in building an IT start-up and selling it before the crash, and now is one of the founding partners of a global consulting firm, TomorrowToday. He is the author of three best-selling books, writes regularly for many magazines and journals, and speaks to nearly 100,000 people around the world every year.

Ray is a coach and entrepreneur. He built, operated and sold several businesses in Scotland before relocating to Australia with his family in 2005. His biggest success was with a fast growth water cooler business, which was sold to Danone in 2004 He has developed a special interest in customer management and is co-founder of Clienteerhub a website which aims to “share the how of customer experience” Ray believes that most businesses have a big opportunity to create more revenue and collect more “actionable insights” from existing customers. Ray has coined the word Clienteer to describe a new role and set of customer management activities. He is on a mission to help businesses develop their "customer farming”

Bill is Vice President and Principal Analyst at Forrester Research and is a leading expert on customer relationship management (CRM). He is the author of two books on customer-driven business strategies 1) Creating Value for Customers: Designing and Implementing a Total Corporate Strategy AND 2) Touchstones: Ten New Ideas Revolutionizing Business. He was named one of CRM Magazine‘s 2007 Influential Leaders, which recognizes the foremost thinkers, visionaries, and achievers in the industry. He is also member of the Editorial Board of CustomerThink. Bill has extensive industry experience, with more than 25 years of leadership in several management consulting and systems integration firms. He was a managing director of CRM strategy with BearingPoint. Earlier in his career, he was a partner with both Accenture and Coopers & Lybrand Consulting. An accomplished public speaker, Bill also has delivered speeches at many events, including Forrester’s Consumer Forum, Marketing Forum, IT Forum, and Business Technology Forum.

Robert is a PMP and has acquired over 20 years of business-enablement via technological innovation. During these years, he has contributed to over 60 major projects and 15 commercialized products in both Startup and Enterprise organizations. He is passionate about growing businesses via the enablement of new technologies and innovative approaches and has been responsible for products that have evolved from the “Paper Napkin” stage through to Tier-1 implementation at major Telecommunication Providers. Robert has been recently researching and networking in the fields of Enterprise 2.0, Social Media, Social CRM and Personal Branding to compliment his existing Agile Development and Leadership experience. This evolutionary knowledge furthers the delivery of Real Corporate Value (RCV). The use of modern social networking tools and related mindsets fully engages business relationships and departmental convergence. Rob subscribes to the need for further contextualization of accessible content to achieve real returns in the field of Competitive Intelligence and Business Innovation.

Paul Tobey is CEO of TrainingBusinessPros.Com and also known as the StreetSmartMarketer. He is Canada's leading internet marketing trainer, who has trained over 22 thousand business owners throughout Canada and the USA. He's trained some of Canada's top internet marketing companies, and a few graduates who went on to create successful internet marketing businesses. Clients like Brian Klemmer from Klemmer and Associates, Ontario Place and Kissner Milling have put his training into action, and have experienced huge results. From a basement start-up to a mulit-million dollar manufacturing and distribution company, Paul has been on the front-lines for the last 4 years listening and helping business owners and marketing teams learn how to leverage the internet to turn an online visitor into a customer.

Dan has over 20 years experience and innovation as an Entrepreneur, CEO and Scientist for Start-ups in Telecommunications, Speech/IVR Application Development and Software Engineering. He founded Interactive Digital and VUI Cloud, and is an innovator of Adaptive Technology for use in self-service telephone calls. He is a former Consultant Member Of Technical Staff at ATT Bell Labs (Alcatel – Lucent) and has received the “Winning Solver” award from a pool of 591 scientists at www.innoventive.com, a crowd sourcing innovation community of 200,000 scientists worldwide. Dan has been granted several patents on innovative technologies.

Is your essential message more than just your brand? Do you know what truly sets you apart of everyone else in your field? Do you know what your greatest value is — what makes you different, special and more valuable to your customers and clients? Michel Neray is the founder and Chief Differentiation Officer of The Essential Message®. Since 2003, Michel has helped thousands of independent professionals, growing corporations and their employees discover and communicate their ‘Essential Message’. That’s how Michel’s audiences and workshop participants have doubled, tripled, and even quadrupled results (no kidding). That’s also how his corporate clients have achieved greater employee motivation, engagement, teamwork and resilience. Michel has a science undergraduate degree from the University of Waterloo and an MBA from McGill University. He also has over 25 years of experience as an award-winning copywriter, an Internet pioneer, a tradeshow pitchman and a senior sales and marketing executive. Michel co-authored “The Great Crossover: Personal Confidence in the Age of the Microchip”, which made it to Jack Canfield’s Achiever’s Recommended Reading List. In 2005, his chapter, “Everything Starts With A Conversation” was selected as the lead for the book, “Sales Gurus Speak Out” and re-published in 2008 for ‘Awakening The Workplace Volume 3'. He is also a co-author of “In the Company of Leaders” (2008) with 40 top North American leadership experts and authors. For information about Michel’s workshops, keynote speeches or eWorkbooks, or to sign up for his free newsletter, please go to www.essentialmessage.com

Denise Corcoran / CEO, The Empowered BusinessTM Denise Corcoran, CEO, The Empowered BusinessTM,, is a leading expert in accelerated change, peak performance, excellence and personal achievement, A leadership and organizational consultant, growth strategist and NLP Master for over two decades, Denise has helped companies from rising stars to multi-billion corporations -- become world-class leadership teams, organizations and cultures. Author of Legendary Secrets of Top Business Achievers and The Mindset of Greatness, Denise has been featured in Inc, Entrepreneur, Success Magazine, San Jose Mercury and others. For more information, articles, services and bio, go to: www.EmpoweredBusiness.com

Just Ask a Customer What They Want, Right? Lindsay is Managing Director at Olson Zaltman Associates, a research-based marketing strategy firm. As Managing Director, his role includes business development and client management for OZA, as well as participating in all phases of research projects. Lindsay is co-author (with Gerald Zaltman) of the recently released book “Marketing Metaphoria: What Deep Metaphors Reveal about the Minds of Consumers” by the Harvard Business Press. Marketing Metaphoria has already been translated into seven languages. He is also co-author of a chapter in The Handbook of Marketing Research on manager-researcher relationships and a case study in the Harvard Business Review. He has been cited in numerous publications including The New York Times, Fast Company Magazine, Business 2.0, Variety and The Journal of Business Research. He has lectured extensively at various Fortune 500 companies and conferences within and outside of the US. He has extensive experience in the advertising and communications field. Prior to joining Olson Zaltman Associates, he was an Account Planner in the Consumer Insight Group at Arnold Worldwide in Boston. While at Arnold, Lindsay worked with various technology, anti-tobacco and packaged goods clients. Before Arnold, Lindsay spent several years at Dymun & Company in Account Management working on clients in banking, finance, and the arts. Lindsay earned a Masters in Marketing Research from the University of Georgia and a BA in Anthropology from the University of Maine.

Survey says! What are Customers Saying? www.clickfox.com As Director of Marketing, Kimya is responsible for leading the marketing and communications strategy for ClickFox, the pioneering leader in customer experience analytics, which currently analyzes cross-channel customer behavior for over 240 million consumers nationwide across industries. Kimya currently leads ‘CEA Insight’, an ongoing research initiative that delivers industry and consumer market insight on customer experience data and trends. Prior to ClickFox, Kimya lead marketing for the contact center practice at Nexidia, the industry leader in audio mining and speech analytics.

Eric Fraterman is founder of Customer Focus Consulting and the theme of his work is always Sharper Customer Focus for a Sharper Competitive Edge. Eric helps clients bring the customer inside their organization, then identifies measures and manages opportunities to meaningfully improve the Customer Experience; the result being strengthened customer loyalty, organizational alignment and increased employee commitment that gives clients a sharper competitive edge and sustainable profitability. He has over 25 years of international work experience, first in advertising and marketing, and then in management consulting. The significant breadth and depth of his experience as a Customer Focus consultant spans some 20 industries in: Canada, U.S., Mexico, Korea, Austria, Belgium and Holland. At (then) Coopers & Lybrand Consulting, he helped set up and develop the successful Center for Excellence in Customer Satisfaction. A Dutch native, he graduated from Nijenrode Business School in Holland and then studied Marketing at the University of Colorado as a Fulbright Exchange Student. Eric has served as President of the Toronto chapter of the American Marketing Association, and is currently a member of the Strategic Leadership Forum.

Designing for the Upcoming World of Mobile Apps Dominira is Director of User Experience at Akendi. Akendi is a leading human experience design firm, leveraging equal parts experience, research, expertise and product design excellence. Dominira believes that behind every well-designed product or service there is a thorough understanding of the actual users and their needs. Dominira believes that behind every well-designed product or service there is a thorough understanding of the actual users and their needs. Having presented many influential research and design outcomes to clients at all levels of the private and public sector Dominira is very adept at putting his belief into practice. Dom remains focused on ensuring clear transfer of design recommendations and most importantly, rationale to our clients. Dom is committed to working closely with clients to ensure their success. Dominira is a fluently bilingual communicator who has lectured at the university level, and delivered many training courses. Dom has an MSc. in User Interface Design from London Guildhall University, a BA in Psychology from Carleton University and over 10 years of usability research and interaction design experience in the UK and Canada. Having presented many influential research and design outcomes to clients at all levels of the private and public sector Dominira is very adept at putting his belief into practice. Dom remains focused on ensuring clear transfer of design recommendations and most importantly, rationale to our clients. Dom is committed to working closely with clients to ensure their success. Dominira is a fluently bilingual communicator who has lectured at the university level, and delivered many training courses. Dom has an MSc. in User Interface Design from London Guildhall University, a BA in Psychology from Carleton University and over 10 years of usability research and interaction design experience in the UK and Canada.

Bruce Temkin is widely viewed as a leading expert in customer experience. He has worked with hundreds of large organizations on defining and accelerating their customer experience journeys. Bruce is the author of the blog Customer Experience Matters which is one of the most popular blogs on customer experience. He regularly posts insights on topics such as customer experience, branding, and leadership. Bruce is the founder of Temkin Group, a research and consulting firm dedicated to transforming customer experience within large organizations. The firm uses its research to identify leading practices and helps its clients accelerate their performance by closing gaps in four areas: Purposeful Leadership. Compelling Brand Values, Employee Engagement, and Customer-Connectedness. Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company's financial services, eBusiness, and customer experience practices. He was the most-read analyst for 13 consecutive quarters and was one of the most highly demanded consultants in the industry. Bruce authored several of Forrester’s most popular research reports including "Experience-Based Differentiation," and “The Customer Experience Journey.” He also created Forrester’s Customer Experience Index, which rates more than 100 firms on their overall customer experience. Bruce has been widely quoted in the press, including such media outlets as New York Times, Los Angeles Times, and Business Week. An accomplished public speaker, Bruce regularly delivers keynote speeches at many corporate and industry events. Bruce holds a master’s degree from the MIT Sloan School of Management, where he concentrated in business strategy and operations. He also holds an undergraduate degree in mechanical engineering from Union College.

In an increasingly generic world, where customers are fickle, margins are thin and profits elusive, managing compelling experiences can make all the difference. That’s the message author and internationally acclaimed speaker Lou Carbone drives home. Recognized as the leader who launched the “experience” movement, Lou delivers a thought-provoking program focused on positive customer experiences to Fortune 500 Companies, top business schools, executive forums, sales conferences, associations and educator meetings. He’s lectured at leading institutions like the Harvard Business School, Columbia School of Business, Haas School of Business, University of California at Berkeley, Texas A&M, Boston University and many others. He is the author of the best seller book "Clued In" which is considered a must read for anyone hoping to understand the discipline.

Michael R. Hoffman is a pioneer in monetizing customers and customer experience. He has spent more than 20 years helping companies understand and value customers and leverage customer knowledge in every customer interaction. An expert in strategy, customer information systems and marketing, Hoffman plays the role of customer advocate within companies helping companies factor customer's preferences into every business decision and measurement system. Mr. Hoffman speaks the language of sales, operations, finance, service and technology all with a customer dialect. His "customers are everyone's business" approach invigorates employees across a company spurring innovation, enthusiasm and a contagious passion to build, sell and deliver customer worthy solutions.