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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, Threadless.com, 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.