Customer Experience (CX) Design & Management

Our upcoming Executive Luncheon in April is all about CX. CX is the most important and impactful way organizations are seeking to differentiate their brands from competitors. There’s also an even more tangible value in CX to organizations. Forrester recently found advanced CX centered companies outperformed their lagging CX competitors in both revenue and in customer growth.

 

Meet the Panel

 

Dave Sims, La Quinta Inns & Suites.

Dave Sims, is the Vice President Loyalty Marketing for La Quinta Inns & Suites. With an Electrical Engineering degree from the University of Cincinnati, Dave served 8 years in the U.S. Navy onboard nuclear submarines, where he was also a Navy Diver. Following that he spent 7 years at Procter & Gamble in various Information Technology roles in Manufacturing, Interactive Marketing, E-Commerce, and Business Intelligence.

He joined Retail Ventures, Inc. in August 2003 to deliver an in-house CRM solution for Value City Department Stores, Filene’s Basement and DSW. In November 2005 Dave became Director of Customer Marketing for DSW where he re-launched and ran the award-winning DSW Rewards program. In December 2007 Dave moved to Toys R Us / Babies R Us to assume role of Director of Gift Registry and Customer Loyalty. In this role he launched the Rewards R Us loyalty program in September 2008. In February 2009 he moved to GNC, where he was responsible for all CRM efforts which include the Gold Card program, customer communications, all social / mobile initiatives, customer research and analytics, Media, and events and grassroots marketing.

In January 2015 Dave moved to La Quinta to run the soon-to-be-award-winning La Quinta Returns program. In 2016 La Quinta Returns was named a Top 5 Best Hotel Rewards Program by U.S. News & World Report. In January 2017 La Quinta Returns relaunched with all new benefits, three of them industry firsts.

 

Lisa Nance , Texas Capital Bank

Lisa Nance is the Client Experience Manager at Texas Capital Bank. With over 30 years in the financial services industry, she spent 17 years at what is now JP Morgan Chase in Retail, Business Banking, Consumer and Indirect Lending and Sales Coaching. She was a Product Manager at ARGO Data Resource Corporation for 10 years and provided Sales Support and Implementation Services to some of the Top 20 U.S. Retail Banks. She joined Texas Capital Bank in April of 2012 and began her CX adventure in June of 2015. She has a passion for clients, dogs, politics and shoes! She has a B.A. in Communications from Oral Roberts University.

 

Ben London, MoneyGram International

Ben London leads the global customer experience practice at MoneyGram International, a company that connects people to friends and family through money transfers in 200 countries. His passion for the customer and employee have helped MoneyGram realize the benefits of customer experience with improved cultural change, employee engagement and financial impact.

Before devoting his time to customer experience, Ben served in various roles that provided vastly different perspectives on how to put the customer first from any corner of an organization, including corporate strategy, IT strategy, org readiness, operations, and sales.  In addition to his CX position, Ben likes to support local homeless youth organizations in Minneapolis by teaching financial basic literacy skills.

 

Michelle Brigman, Citi

Michelle Brigman currently serves as the Director of Customer Listening and Engagement, tuning into changes in customer’s digital behaviors and social conversations. Her team is monitoring >1B annual digital interactions, adapting real time to increase digital containment and seamless interactions. In her previous role, Michelle was responsible for the North America Servicing Net Promoter (NPS) Program. She is Executive Sponsor of the Dallas Women’s Network, a member of the Site Leadership Team, and active mentor and trainer for Citi sponsored STEM initiatives. Michelle is known for her ability to shift the customer experience lens from data point focus to a customer driven model centered on engagement and client delight. Her ability to build trust with customers and business partners differentiated her in driving culture change

Prior to joining Citi, Michelle spent 16 years at Dell, where she developed a strong suite of programs that embedded Client Experience into the culture. As Director of Global Social Media Listening & Engagement Program, she launched Dell’s Global Listening Command Center, which was responsible for listening to 25k conversations a day across 11 languages. The Command Center has been recognized by Forrester, American Business Awards, Bees Award, Altimeter, CeBit Australia, PR News & Groundswell as the industry benchmark in how companies should engage with customers. Prior to directing the Social Media Listening efforts, Michelle was responsible for Global Consumer Client Experience, where she led contact center quality, process improvement, escalations management, cost reduction, & NPS.

 

Sachin Shroff, Container Store

As Sr. Director of Customer Performance Optimization, Sachin is responsible for using customer analytics to drive business goals. He leads a team of analyst, statisticians and campaign specialist – all dedicated to improve company sales through use of best-in-class customer analytics. Sachin has been with The Container Store since November 2014, and before that he spent 13 years with various digital and analytic agencies serving multiple fortune 500 clients in various industries. Over the years he has acquired advanced expertise and experience in building CRM programs supported by Analytical strategies (modeling, segmentation and forecasting) to maximize ROI from marketing spend.

Apart from being a marketer, he enjoys teaching and has been an adjunct faculty at community college mentoring database professionals for over a decade. Sachin holds a Masters of System Science from Louisiana State University. He lives with his wife and two sons in Dallas, Texas.

 

Moderated by:

Diane Magers, CCXP, Customer Experience Professionals Association

With over 25 years of Customer Experience leadership with brands like AT&T and Sysco, Diane has led transformations to embed customer and employee engagement with definable business benefit. She is currently CEO for the Customer Experience Professionals Association, and founder of Customer Experience Catalysts, a customer experience excellence consultancy. She holds an MS in Psychology and an MBA. She is a Certified Customer Experience Professional (CCXP), a CXPA CX Expert, and NPS, Voice of Customer and Customer Experience Management certified

So please join us, April 19th at The Clubs of Prestonwood in Dallas for lunch and this wonderful panel!