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Customer Experience Transformation: Day 1 (Parts 1 & 2), Sponsored by LiveRamp

Location: W184a 

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Part 1 (Saturday, 12 Oct, 10am to 12:30pm): How to Use Voice of Customer (VoC) Insights to Drive Your Customer Experience Strategies
with Ernan Roman & Kris Gates
Ensure that your social media, multichannel, and customer experience strategies are truly driven by the needs of your customers. 14 Action items will be presented.

A high quality customer experience is now a basic expectation among customers. It has become a major driver for repeat purchases. Executives from MassMutual, Symantec,, Cross Country Home Services and HMS National, will join Marketing Hall of Fame inductee, Ernan Roman, to teach you the 4 Steps and 49 Action Items for transforming your marketing to deliver a competitively differentiating customer experience.

Part 2 (Saturday, 12 Oct, 2:15pm to 4:30pm): Create Powerful Preference-Based Databases With Customer's Self-Profiled Information
with Ernan Roman & Steven Shapiro & Eric Holtzclaw
Learn what you must do to engage customers to provide detailed preference information. 12 Action items will be presented.

If attending this Intensive Workshop, be sure to add Day 2 to your schedule as well, here


Part of Track:
Pre-Conference Intensives



Eric Holtzclaw

VP, PossibleNOW and Chief Strategist, Laddering Works, LLC

Steven Shapiro

Former Director, Global Relationship Marketing, Symantec Corporation

Kris Gates

VP, Customer Experience Marketing, MassMutual Retirement Services

Ernan Roman

President, Ernan Roman Direct Marketing

Who to Know™

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All-In Sponsor: Selligent