Digital is a big part of your customer touchpoints! Ensure the accumulation of mini-experiences across their entire journey is seamless and positive.
Exclusive to this conference, discover best-in-class digital CX innovations in mobile, social, virtual agents, personalization, customer journey mapping, voice-of-customer (VoC), and analytics.
Source new strategies and insights to better leverage digital and take your CX to the next level.
Customer experience is your main competitive advantage. Transform your digital CX to win and retain customers.
Erica Javellana joined Zappos.com, Inc. in 2007 as a Human Resources Generalist where she quickly rose through the ranks to lead the team as the Employee Relations Manager. She is currently sharing her knowledge of how Zappos created a Human Resources Department that is both Fun and a Little Weird in her role of Speaker of The House for Zappos Insights.
Prior to joining Zappos, Erica had over 10 years of experience in Human Resources within the retail, hotel/casino, and food and beverage industries.
Erica’s HR role at Zappos has been essential in helping to create an unconventional Human Resources team. Erica’s years of experience in the Zappos Family makes her an insightful speaker, focusing on employee engagement, commitment to culture, customer experiences and their importance in business today.
Don Fertman is the Chief Development Officer for Franchise World Headquarters, the service company for Subway and affiliated brands, a position he has held since 2010. In this capacity, he oversees all departments handling the franchise development pipeline, including Franchise Advertising and Marketing, Sales, Real Estate, Store Design, Site Development and Non-Traditional locations. Don previously held the position of Director of Development and simultaneously functioned as Director of Franchise Sales since 1988.
Since joining the franchisor in 1981, Don has handled Public Relations, Publications and has even been the company photographer in the early days of his Subway career. He has seen the company grow from 166 restaurants at the time he began his career to 40,000+ units in more than 100 countries today.
Prior to his employment at Subway, Don was associated with the company through his previous career as a freelance writer and musician, composing and performing jingles promoting Subway sandwiches nationwide.
Featured in one of the highest-rated episodes of “Undercover Boss”, the hit CBS reality show, Don donned a disguise and learned the Subway business first hand as a “sandwich artist”. He was later invited to appear on the follow up episode, “Epic Bosses”, showcasing several of the more intriguing executives from the first four seasons of the show.
Don has been a member of both the Domestic and Global Strategic Planning Committees and currently serves on the System Advisory Council and Management Committee at Subway World Headquarters.
Neff Hudson serves as Vice President for Emerging Channels at USAA, a Fortune 150 financial services company in San Antonio, TX. He oversees USAA’s award-winning mobile and voice channels, and he leads innovation efforts in artificial intelligence, emerging payments and social commerce.
Neff has been at USAA for 15 years. He was a founding member of the USAA’s eCommerce team in 1999 and spent the first decade of his career in digital strategy, experience design, operations and marketing. During his tenure, USAA.com was Forrester Research’s top rated financial services site.
He switched to USAA Mobile in 2010 and has overseen its rapid growth and development into a full sales and service platform with more than 450M annual visits. Recent product launches include the USAA Virtual Assistant, a smartphone based autonomous agent that performs financial transactions, and Deposit@Mobile 3.0, which uses video capture to process multiple checks into multiple accounts.
Prior to joining USAA, Neff worked for 12 years in the journalism industry. He was the general manager of militarycity.com, a military news portal. He also served as the Chief Pentagon Correspondent for Army Times Publishing Co. He holds a bachelor's degree in journalism from the University of Maryland.
Rick made a very difficult choice early in his career; continue building his career in brand marketing or make the move to eCommerce back in the late ‘90s? The decision was a tough one but proved to be a very successful change. Rick has been in the eCommerce and digital space for more than 18 years, having developed broad and deep expertise across User Experience, Visual Design, Digital Media, Search, Omni-channel, and Merchandising with P&L responsibility ranging from $30M to $10B in revenue for B2C and B2B web experiences.
It was at Dell where he discovered his passion for eCommerce, which has become his career focus ever since. After nearly six years at Dell, Rick wanted to broaden his experience beyond the PC industry and went to work for Getty Images, Intuit, and Seagate as VP and General Manager for the Web. Now at Lenovo, Rick is the single throat to choke on the customer experience for Lenovo.com. Rick manages a 75 person organization responsible for overall visual design, usability, development, IA, and project management. In addition, Rick owns the B2B portal and P&L for our enterprise customers, which is a multi-billion dollar business.
A few personal secrets about Rick; if he is not at home with his family you will find him at a gym, snowboarding, and/or will find any excuse to go to the beach whenever he can.
Aimee Lucas is a CX Transformist and Vice President at Temkin Group, where her research and consulting efforts are dedicated to transforming customer experience within large organizations. Aimee leads Temkin Group’s research in employee engagement and B2B customer experience best practices.
Aimee has over 16 years of experience improving service delivery and transforming the customer experience through people development and process improvement initiatives. Her areas of expertise include market research, program management, marketing, instructional design, and training.
Prior to joining Temkin Group, Aimee was responsible for implementing the client experience strategy and managing the Voice of the Customer (VoC) program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Her work included planning and managing strategic initiatives collaborating with cross-functional teams to introduce ‘new-to-company’ functions and improvements. Past projects include starting the firm’s internal market research function, managing the design and implementation of its sales and relationship management process, and delivering instructional design and training services across the organization.
Aimee is a Certified Customer Experience Professional. She is a graduate of the University of Notre Dame with a bachelor’s degree in marketing management. You can follow Aimee on twitter at @Aimee_Lucas.
Tim Hassed has been leading a digital revolution at TELUS as the Director of Digital Customer Experience. To change the way they interacted with their customers, Tim created a start-up team within TELUS to accelerate the design and build of their customer facing web sites. Working with a cross-functional team of employees and agency partners, they are applying LEAN principles with the customer at the center of everything they do.
Tim is a seasoned professional in the digital space, with over 15 years experience in New Zealand, the United Kingdom and Canada. He currently runs the TELUS Digital Lab (labs.telus.com/blog) and is responsible for delivering the company's largest digital transformation to date.
Originally from New Zealand, Tim travelled the world extensively and settled in Vancouver with his family. Outside of work, you’ll find him on the slopes, coaching kids rugby or riding his Ducati motorbike.
My life and career are driven by my desire to serve others. A great part of my experience comes from helping innovate the technology and strategies that improves customer and employee relationships. Passionate about creating experiences that lead people to a better life and enriching work environment. I believe that the strategies that drive customer relationship, engagement, centricity, service, support, transparency, and experience must be unified to deliver true and collaborative value to customers, employees, and partners. Author of the book Speaking Frankly About Customer Relationship Management.
Jerry is responsible for the sales and team leadership of the IBM Digital Experience Platform product families for North America. He has 25 years of experience in technology and services industries, with leadership roles in Strategy, Sales, Marketing, Technology and Product Development. Jerry and his teams have steadily grown IBM’s customer base to more than 8,000 customers. He has directly worked with over 1,000 customers in this space and implemented more than 125 customer solutions.
Prior to joining IBM, Jerry worked for Marriott International, BEA Systems, General Electric, Lockheed Martin, and a couple of privately-funded technology startups.
Mr. Wager holds a Bachelors of Science degree in Industrial Engineering from West Virginia University. He and his family reside in Boulder, Colorado, USA.