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Next Generation Customer Experience 2015 (past event)

March 23 - 25, 2015

Omni Hotels & Resorts, San Diego, CA

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Carol Buehrens

Principal, Customer Experience Strategist
ICW Group Insurance Companies

Carol Buehrens has been constructing extraordinary customer experiences for over 30 years for major companies, including Liberty Mutual, Northrop, McDonnell-Douglas, Bechtel, General Electric, Mercury Marine, and ICW Group Insurance Companies. She has authored over 20 books through McGraw-Hill and multiple software vendors. Carol’s passion for improving customer experience has resulted in numerous awards, including the prestigious “2012 CX Innovation Award” from the Customer Experience Professionals Association (CXPA), ICW Group CEO Award, and the Liberty Mutual Star Award. A Founding Member and Expert Panel Member of the international Customer Experience Professional Association (CXPA), Carol is also a Board Member of the San Diego Software Industry Council’s User Experience Business Interest Group (SDSIC-UX BIG), an active member of the San Diego Customer Experience Special Interest Group (CX SIG), and Adjunct Professor at California State University Fullerton.

Check out the incredible speaker line-up to see who will be joining Carol.

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Day 1: Customer Experience Strategy & Design

Thursday, November 3rd, 2016

3:50 PM CX Leaders Champagne Roundtables

Table 1: Harnessing Voice of Customer Analytics To Drive Better Business Results
Eric Feinberg, Senior Director, Product Strategy, Answers

Table 2: Storing And Accessing Customer Data In Real Time
Geriel Thornburg May, Director, Customer Experience, Genworth Financial

Table 3: Ideas For Building Brand Advocates

Table 4: Operationalizing The Customer Experience—Linking CX With Process Excellence

Table 5: Voice of the Customer—How To Get Started & Lessons Learned
Cassie Alvey, Former VP and General Manager, Mrs. Fields Gifts

Table 6: Leveraging Customer Advisory Boards
Jennifer Maldonado, Senior Program Analyst, Voice of the Gamer Program, Activision

Table 7: Thinking Like A Lean Start Up To Promote CX Innovation

Table 8: Complaint Management To Drive CX Improvement
Heather Gjerde, Social Media Specialist, Scripps Health

Table 9: Customer Co-Creation Methodologies

Kerry Bodine, Co-Author, Outside In: The Power Of Putting Customers At The Center Of Your Business

Table 10: Personas For Customer Lifetime Value
Carol Buehrens, Customer Experience Strategist, ICW Group

Day 2: Customer Experience Culture & Engagement

Saturday, December 3rd, 2016