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.
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.
Ingrid Lindberg is a serial CXO. As one of the first CXOs in the country, she has been on the leading edge of customer experience for over 20 years. She’s partnered with and been employed by and consulted with numerous Fortune 500 companies across Finance, Healthcare, Packaged Goods and Retail, working with them to create differentiating customer experience strategies and cultures.
As chief customer experience officer at Prime Therapeutics, Lindberg was responsible for developing and overseeing the implementation of their enterprise customer experience strategy. Her role within Prime was the first of its kind within the pharmacy benefit management industry. Her work led to Prime to a 9 percent increase in ease of use • 21 percent increase in helpfulness of information • 24 percent reduction to net effort.
Prior to joining Prime, Lindberg was the chief experience officer at Cigna where she was recognized for exemplary customer strategy development and received multiple awards for customer experience excellence. Her efforts led to a 156% improvement in customer understanding of benefits, a 50% reduction in the number of printed materials customers received, and the use of simpler language that didn’t rely on health care jargon. The Words We Used is now the benchmark for health plan communications in America. Before her time at Cigna and Prime, Lindberg held roles with Ameriprise, Ceridian, SSgA, First Data, Pillsbury, Pier One and others, always working to enhance experiences for employees and customers.
Lindberg was awarded a 2014 Silver Maverick of the Year by the Stevie Awards for Women in Business. She also was awarded a 2014 Gold Stevie for the best new consumer product or service of the year for www.primehelps.com.
In 2013 she was named one of the Global 40 Under 40 in Marketing for her customer experience leadership and impact on the healthcare industry. In 2009, Business Insurance named Ingrid a Woman to Watch. She was awarded a Stevie award for customer communications in 2011 as well as a Gold CRM Award for implementation of her Customer Experience Strategy by Gartner. Her work has been highlighted in an IBM Global Business Services case study called Don’t yield on customer trust: Navigating the customer experience journey on the rough road ahead.
Lindberg is a well known international public speaker and is heavily quoted by top publications including the Wall Street Journal, New York Times, Atlanta Constitution Journal and Kiplingers.
Frederick leads Business Development and Marketing for Western Union Digital, the San Francisco based division of Western Union managing 24 global websites and mobile applications throughout the world that enable users to send funds to over 200 countries. Frederick’s team oversees end to end business coordination in these different markets – breaking down customer segments, aligning pricing and messaging, and reach out through traditional, digital and social marketing channels. Western Union Digital management of customer communication and marketing overcomes the unique challenge of customizing to different countries as well as myriad cultures and diasporas within those countries.
Prior to joining Western Union, Frederick worked at eBay Inc. for both the PayPal and eBay Marketplaces divisions. One of his largest roles there was to tie together the eBay and PayPal sites around the world into one cohesive experience for the global community seeking to buy and sell products overseas (cross-border trade). He improved payment and search capabilities, aligned internal trade policies, and lead marketing campaigns around the world. Frederick also led eBay’s resurgence into Large Merchant Business Development where he helped bring new inventory to satisfy customer demand via his team’s signing of marquee names like Calvin Klein, Timberland, Sony, and Toys”R”Us amongst others.
Frederick has spent most of his professional life close to technology, working in start-ups in sectors ranging from asset management software to innovative VoIP platforms. He holds a Bachelor of Science degree in Mechanical Engineering from the University of California, Berkeley as well as a Master of Business Administration degree from the University of Michigan’s Ross School of Business.
Donald holds the position of Director – Leadership Transformation for Bombardier Aerospace, based in Montreal.
With over 25 years in aviation, in Europe and North America, he has experience across the full spectrum of the industry, as customer, supplier and manufacturer. With a background in product strategy, engineering and program management, since 2007 he has led and contributed to several organizational transformations, including customer/supplier/employee engagement, lean manufacturing, leadership development and company culture.
From 2009 to 2012 he led the transformation at Bombardier to develop a customer-centric culture and improve customer engagement across all aspects of the aerospace business, restoring the customer perception in both B2B and B2C markets.
With extensive training in the facilitation of large group workshops and individual 1-1 coaching his forte is facilitating transformation unlocking new paradigms in company, team and individual performance.
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.
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.
As Vice President of Operations and an executive team member, Flavio Martins oversees day-to-day marketing operations and customer support. He has been instrumental in developing DigiCert customer service into an award-winning function and a major part of why the company enjoys the highest customer loyalty in its industry. With a mantra that his team is not about marketing or support but creating customer success, Martins pushes his team to go above and beyond, ensuring that at every touch point DigiCert customers matter most. His customer support team is consistently recognized by industry analysts for it best-in-class customer support.
Martins has been named by Huffington Post a most influential social customer service pro, as well as an ICMI most influential people in customer service.
Martins holds a Masters of Information and Communication Technology degree from the University of Denver and a BS in Information Technology from Utah Valley University. He is involved in customer experience management professional groups, blogs about customer experience at http://winthecustomer.com and is an avid baseball fan. He and his wife, Niki, live in Saratoga Springs with their four children.