Join the key players in digital customer experience and discuss the latest developments. Through thought-provoking presentations, interactive sessions, and Q&A periods, take away strategies to:
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Alex is an experienced customer research professional who applies his Experimental Social Psychology background and his passion for research, design, and innovation to solving important customer and business problems. His professional goal is to help teams create remarkable products and services which make people's lives easier and more enjoyable.
Currently Alex is leading Customer Research for the Zappos Family of Companies. In previous positions, he was responsible for research and usability of the products and services for companies like TurboTax (Intuit), State Farm Insurance, and the Active Network. He has over 15 years of relevant experience – 5 years of academic research and over 10 years of customer research in the software industry. Alex received his PhD in Experimental Social Psychology from Clark University. His areas of research include: defining and measuring emotions, individual differences, usability, and consumer segmentation.
Gordon Littley leads the specialized sales organization for Verizon’s industry leading applications services group. Charged with growth of a $1B practice, the organization specializes in delivering high-value solutions and specialized sales for Verizon Enterprise customers.
Previously, Gordon served as Director of Outsourcing operations. Comprised of 4,000 technical, sales, and service professionals, this $300 million business served MCI’s largest call center outsourcing clients. In addition, Gordon’s charter included establishing clients Customer Relationship Management, database marketing, data-mining, and targeted marketing strategies.
Gordon also served as Director of MCI Mass Markets, responsible for internal call center operations of a region comprised of 5 call centers and 8,000 seats. This business unit was responsible for sales and service of MCI’s consumer and small business long distance service. Gordon established large call center organizations to effectively implement multiple customer service models. He established systems, processes, and procedures to create performance-driven, cost-effective organizational structures.
Throughout his 24-year career with Verizon/MCI, Gordon has held additional positions in marketing, business operations, and IT supporting call center operations and technology. Gordon defined the vision and executed the tactical strategies to steer consumer and business organizations through high-growth, reengineering, integration, and culture change. He enhanced corporate value through accelerated profitability, revenues, and market position.
Before his career at MCI/Verizon, Gordon worked in the call center service bureau industry managing fortune 250 accounts and servicing their call center outsourcing requirements.
Dutta Satadip heads the Customer Success organization for the Americas region at Google. He is responsible for comprehensively driving customer retention, achieving sales targets, and scaling operations across a multi-billion dollar portfolio of over 150 products with teams in 13 different offices. He has more than 20 years of industry experience and has held various senior leadership roles in most key operating areas, including: Pre Sales, Business Operations, Product Strategy, Product Management, Product Marketing, Engineering as well as Consulting positions. He specializes in transforming organizations by identifying the right strategic levers to drive the business while minimizing risk.
Dutta has operated extensively in both developed and emerging countries. He has worked in startups and large corporations scaling businesses by driving customer engagement, identifying key product improvements and building strategic, revenue-oriented partnerships. He has developed innovative market solutions for a variety of enterprise customers and consumers.