Customer Experience

Dean is an intellectual adventurer, customer experience alchemist and scholar of the new world of work. He has an insatiable appetite for discovering how businesses can become more successful and increasingly contribute to society. His real gift is an ability to take complex information and present ideas in a way that makes them practical and palatable. Dean acts as a translator between the scholarly world and the practical business world and is a sought after speaker and consultant. He is a co-founder of TomorrowToday International, a company that shows leaders how to succeed in the new world of work.

Ken is one of Canada's leading authorities on the psychology of Customer Experience Management and focuses solely on helping companies use the power of the customer experience to retain customers, build their market share, and improve the performance of the entire work force, so they develop a culture of delivering extraordinary customer experiences. He is also an author, a lecturer, the founding member of The Service Managers Group, a peer mentoring group for Service Managers, and the founding member and president of the Customer Service Institute of Canada, which was established to encourage the exchange of knowledge, experience and establishing customer service standards for those who are responsible for delivering their customers' buying experience. Through his Service Management Newsletter, Ken has written over 300 customer service articles and has authored 4 books on Customer Service Training, Hiring and Management.

What Does it Mean to Design for the Customer? Tedde infuses Akendi, its services and methodology with his strong belief that customer and user experience creation must go beyond a singular product interface, service or content. It should become deeply rooted in an organization’s research and design processes, culture, and ultimately be reflected in their products and services. A graduate of Radboud University, the Netherlands in Cognitive Ergonomics, Tedde has more than 19 years in experience research, testing and experience design in both public and private sectors. Prior to co-founding Akendi, Tedde was a founding partner of Ardelius in 2007 and a founding partner of Maskery & Associates in 2001. He has worked for companies including Nortel Networks, KPMG Management Consulting and Philips Design.

Lior Arussy is an author, visionary, consultant and creative catalyst. He is the founder of Strativity Group and pioneer of Customer Experience Management (CEM). He uses solid business strategies based on customer focus to help Global 2000 organizations and emerging businesses around the world create lasting profitable relationships with customers and employees. He received CRM magazine's "2003 Influential Leaders" award for his thought leadership and contribution to the industry. Arussy completed his undergraduate degree at Case Western Reserve University and received his MBA from Weatherhead School of Management, Cleveland, Ohio. His accomplishments have been recognized by leading analysts and press such as ABC, The Wall Street Journal, Financial Times, The Times, Times of India, Gartner Group, IDC, Inc. Frost and Sullivan,CRM Magazine, Business 2.0, Line 56.com, Wired, Network World and Secure Computing Magazine. Arussy challenges his audiences to radically alter the way they approach customers and their definition of the customer's role in the organization. Arussy presents both the methodology and principles of CEM and enlightens his audiences on how to use this to achieve an immediate return on investment and increase customer loyalty.

The Dollars and Sense of Employee Engagement - David Wheeler is the Executive Director of the Focus Group Ltd. He started in research and was promoted to Research Director 5 years ago with an appointment to the Board in 2009. He has a degree in HR and Law and has been a Sales Director of a number of companies as well as a financial print broker in the city of London. His belief system says people are your most valuable asset and your biggest cost after infrastructure. A business has to do what it "say's on the tin" and that includes your CSR policy and human intervention (HR) has to be aligned to your business goals. He believes in engagement as it is the very thing that will differentiate your brand.

How Do You Design a Customer Experience? Jack Springman spent eight years as a strategy consultant, focused mainly on evaluating acquisitions for corporate and private equity clients, before discovering that his real passion was for customer strategy and customer experience management, the area he has worked in for the last six years. Jack leads the Corporate Advisory Group of the BI and CRM systems integration company, Business & Decision, where his area of specialisation is B2B customer management. His consultancy experience is complemented by working for eight years in the investment management industry, five of which were as a product manager. For more information, please visit http://c-r-m.businessdecision.co.uk/ .

Customer Service in the Public Sector? In Episode 20, Derek Williams (Mr. WOW) spoke of his WOW Awards programme and how it has successfully improved the Customer Experience in the UK by addressing the Customer Service element. In today's follow up session, we will hear from 2 of Derek's clients on why they brought the program in, what worked well for them and some lessons learned. Derek's programme is unique in that it has been successful in not just the private sector but in the public sector, where often the focus on customer service seems less apparent. We will be welcoming Andy Fisher, former Superintendent in the Merseyside Police in the UK. He is now retired and helping out as a WOW! Ambassador and Bill Bongle is with the Green Bay Police in Green Bay, Wisconsin. Derek Williams is an inspirational and motivational speaker, and creator of The WOW Awards™. He is the leading UK customer service speaker and world-wide selling author. His latest book, co-written with Don Hales, "Wow! That's What I Call Service", is packed with examples of truly outstanding customer service from The WOW Awards and The National Customer Service Award. Derek is one of Britain's leading business and customer service gurus.

Does Social Media have a place in business? Demystify Social Media with our very own social media expert, Jim Love, executive producer of this show. Jim is an accomplished consultant with over 30 years of experience. He is the CEO of Chelsea Consulting a strategic IT consulting company which specializes in Outsourcing and Managed Services. Among his many accomplishments, Jim built the company’s CRM practice and has helped to make Chelsea a leader in Customer Relationship Management. Jim also heads the company’s Change Management and Process Transformation practices and has done strategic work in these areas throughout the world. He is widely regarded as an expert on collaborative technologies and virtual teams. He is a founder of Hubba – a social media and collaborative technology think tank with offices in Toronto and New York. His work is published in journals such as the Cutter Journal of IT. He is a sought after speaker. He is a part time professor (Marketing for New Ventures) at the University of Waterloo. He hosts a weekly talk radio show (www.BlogTalkRadio.com/GameChanging) which is also syndicated as a podcast. Through his world-wide and increasingly virtual practice, Jim helps organizations leverage technology, people and processes to achieve astounding business results. He is a Fellow of the Institute of Certified Management Consultants and is the chair of the largest Canadian chapter of that organization as well as a board member of the largest Institute.

WOW Awards! A Novel and Powerful Approach to Employee Recognition. Who is Mr Wow? Mr WOW is actually Derek Williams who is an inspirational and motivational speaker, and creator of The WOW Awards™. He is the leading UK customer service speaker and world-wide selling author. His latest book, co-written with Don Hales, is packed with examples of truly outstanding customer service from The WOW Awards and The National Customer Service Award. Derek is one of Britain’s leading business and customer service gurus. Derek advises and trains a wide variety of businesses on how to create ‘WOW!’ in their customer service. Derek’s services as a Professional Speaker are in demand from national and international corporations and business groups.Derek’s previous business, Stephens & Co, won five national awards for customer service including Commerce Magazine Excellence in Customer Service (the only business to ever win this award twice) and The Federation of Small Businesses Customer Care Award.

Eight to Great – 8 Steps to Differentiate Your Customer Experience. Andrew Hull is director of product marketing at RightNow, customer experience provider of customer experience management across the web, social networks and contact center. At RightNow, Andrew oversees product marketing functions responsible for positioning, messaging and product launches. Andrew has served in a range of marketing functions during his 7+ years with RightNow. Andrew holds a Master of Business Administration from Carnegie Mellon University.

Is Cost-Cutting Still the Right Prescription in Today’s Economy? Al Bagocius, owner of The A & I Consulting Group, started his business 20 years ago from his kitchen table. Frustrated with how his previous employers treated his customers, Al struck out on his own, with a focus and determination to give the best service in his industry of creative packaging. Today, Al’s strategy has brought him tremendous customer loyalty and success with companies of all sizes, including Fortune 500 companies. He credits his success to his unwavering customer centric approach. The customer comes first , always – not just when it is convenient. Al’s passion to serve his customers with quality presentation products and give back to the community clearly identifies his brand identity. One of his community passions has been to mentor & tutor disadvantaged adolescents who have had trouble in school Al relocated to Jacksonville from Connecticut in 2007 and serves accounts nationally. He can be reached at 904.367.9322 or through his web site @ www.aicreativepackaging.com

Topic of Discussion: Hits, Misses and Myths About Automation and Technology in Customer Experiences. - A Peoples Skill Coach talking about automation? Interesting! Kate Nasser, The People-Skills Coach, is smart, feisty, wise, down-to-earth, funny, and just wild and different enough to inspire growth in professional people-skills and improvements in communication, customer service and teamwork. “I have a natural GPS about people and have used it for 20 years to spring them to greatness”. As a speaker on professional people-skills (formerly known as soft skills), Kate captivates and provokes audiences with energy, humor, caring and realism. She inspires them to action. “Your teams will take my messages of customer service and teamwork and act on them. I combine facts, insight, humor, and logic to deliver keynotes on customer service and teamwork that produce real change in behavior.” Kate's Website: www.katenasser.com Preview Kate’s new training DVD on USA Regional Differences “Customer Service USA” http://katenasser.com/training-dvds.

Evan Klein is the founder and President of Satrix Solutions, a strategic advisory firm based in Scottsdale, Arizona that helps companies turn their customers into loyal advocates. His company designs and manages programs that gather customer expectations, preferences and satisfaction levels, and then works with executives to convert that insight into service and operational improvements. For nearly 20 years, Evan has been responsible for customer acquisition, retention and profitability in high touch point, customer-centric organizations. As an enthusiastic champion for voice-of-customer driven change, Evan has designed and managed customer feedback programs for a number of consulting firms and agencies, each serving Fortune 1000 clients.

About Brian Klemmer... Experiential, Inspiring, Interactive, Fun, Thought Provoking, Unique, and MOST OF ALL, Results Producing! The author of the Wall Street Journal’s #1 Best Selling Business book “The Compassionate Samurai”. Brian is an international speaker, trainer and business consultant who’s company has produced extraordinary measurable results with companies such as Aetna Health Care, ITT Sheraton, Hewlett Packard, Disney and a host of small medical clinics, hospitals, banks, manufacturing companies and direct sales organizations. Brian is a West Point graduate and member of the National Speaker’s Association and founder of Klemmer and Associates leadership and character development company. You will be more than motivated. He is truly an entertaining and effective speaker, facilitator, and master of group dynamics. The key to Klemmer’s effectiveness is the interactive nature of his presentation. His longstanding results are the product of the unforgettable new ways people get to see themselves, their business, and life itself. Check him out at www.klemmer.com.

Michael Hoffman, CSP* has been igniting Fortune 500 organizations with his workshops and keynotes for over a decade. His firm, Igniting Performance, is a Dallas-based training and consulting firm specializing in the areas of leadership, sales, and customer loyalty. From small independent entrepreneurs to blue chips, Michael can count companies such as IBM, EDS, Microsoft, ExxonMobil, VHA, Capital One, Oracle, and hundreds more as not only clients but repeat customers. Using his performance comedy and interactive delivery, he has conducted extensive personal and professional development seminars for thousands of people across the United States and abroad. Michael brings a one-of-a-kind background to the stage: waiter, disk jockey, entrepreneur, TV host, salesperson, sales manager, human resource generalist, and national sales trainer.