Featuring 14+ world-class case studies, you will take away comprehensive advice and practical solutions to seize opportunities in this rapidly developing field.
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As Senior Director of Integrated Marketing Communications, Naaz Nichols leads Travelocity’s efforts in developing and executing online strategy, launching impactful eCommerce initiatives, enhancing the customer’s experience both online and offline and managing Travelocity and the Roaming Gnome’s social media presence. During her tenure at Travelocity, Naaz has implemented customer retention programs which not only built loyalty, but also generated revenue, and drove double-digit transaction growth through innovative email and social media marketing programs.
Prior to joining Travelocity, Naaz led the eCommerce team at Nokia, where she consistently surpassed sales growth targets. While at Nokia, Naaz also launched the Nokia Trade-Up program, first of its kind for a mobile phone manufacturer, which successfully converted customers of other wireless manufacturers to the Nokia brand. Naaz has also held positions as Manager of Strategic Alliances for Match.com and as Product Manager at Northwest Airlines where she developed and launched Northwest’s first, and industry-leading, B2B loyalty program – E-Biz Perks.
Naaz received her M.B.A. from The Cox School of Business at Southern Methodist University and Bachelor’s degree from The University of Texas at Austin.
While her position at Travelocity keeps her traveling around the world, when she travels for fun, Naaz enjoys exploring all types of new destinations with her family, but has a long-term dream to visit the remote Indian Ocean island of Mauritius.
Hiram Barber is Global Director, Digital Customer Experience for Schneider Electric, global specialist in energy management and automation. Hiram’s 20+ years experience includes business leadership, information architecture, and large-scale program management. In his current role, he is responsible for molding the key business processes – sales, marketing, customer service - while guiding the integration of the digital ecosystem to meet the needs of a global, large-scale, strategic transformation.
Michael Marino is the SVP of Loyalty & Digital at Caesars Entertainment.
Michael oversees the Total Rewards Loyalty program, which consists of customers from Caesars’ gaming, hospitality, and online businesses. Michael also oversees the Caesars.com e-commerce business, digital media, and Play by Total Rewards, Caesars’ mobile app. Michael’s previous roles within Caesars include Vice President and Executive Associate to the Chairman, President and CEO and Director of Marketing Analytics. Prior to joining Caesars, Michael worked at Bain & Company and Capital One Financial.
Michael holds a BS in Computer Science and an MBA from the University of Virginia.
Melissa leads the team responsible for the installation of new features into the Discover card Website and App. Through requirements, journey mapping, design, usability testing, and iteration, the team installs functionality to give cardmembers ease of use in online account navigation and define the optimal customer experience. Previously Melissa was responsible for the UI / UX of Web and Systems within collections.
In 2015, Karen Sweeney joined Bethpage Federal Credit Union as Vice President of Member Experience. She is pioneering a team of professionals focused on differentiating Bethpage as a leader in member experience within the financial services industry. She leads the alignment of Bethpage’s member experience vision with the organization’s product and service delivery and ensures Bethpage members are a top priority as the organization seeks opportunities to adapt to changes in the financial industry such as increased member service expectations and advancements in technology.
Bringing over 20 years of extensive customer experience management knowledge, Karen previously held an 11 year career at American Express, where she focused on the digital customer experience for American Express Travel and Membership Rewards. She was awarded the 2008 Chairman’s’ Award at American Express for her work in seamlessly transitioning a core operations unit without disrupting Amex’s exponential growth during those years.
Karen is a graduate of Teacher’s College, Columbia University with a Masters in Communications and Education. She is an active community resident, serving on the board for the Girl Scouts of Suffolk County. She resides in Port Washington with her three children and husband.
Ghada Ijam is the Chief Information Officer (CIO) at the National Railroad Passenger Corporation (Amtrak), in Washington, DC.
During her tenure at Amtrak Ghada is the technology Leader for Amtrak's transformational programs: Customer Experience/ Digital ($70M), Operations Foundation ($200M), and Human Capital Transformation ($20M). She is driving the transformation of Amtrak IT resulting in a full restructuring and re-alignment of teams, people and functions. She leads the strategic planning and executive governance of $200M annual technology investment portfolio across Amtrak (2009-present).
From 2006-2009 Ghada was the Business Systems Director at Freddie Mac, where she led the implementation of the Debt & Derivatives Accounting System, which strengthened financial controls and SOX compliance ($40M Budget).
Ghada was with Intel Corporation (NASDAQ) for 12 years (1994-2006), serving a variety of roles. As the SAP program manager, she led global implementations of accounting and finance systems. She served as the director of strategy and operations for the eBusiness group during the dotcom era and was a director of Intel’s professional services arm. Ghada managed and directed global teams and was selected by the CFO to participate in Intel’s leadership development and succession planning program.
Ghada was a Quality Assurance Lead at US Bank Corp (now Bank of America (NYSE)) (1993-1994), and a Senior Programmer/Analyst at Fannie Mae (NYSE) (1991/1993).
With more than two decades of professional experience, Ghada has honed her expertise in information technology leadership, global team management, strategic planning, and organizational change management. She excels in building strategic alliances with customers, focusing on delivery of business results, motivating people and managing technology portfolios.
She holds a Bachelor in Civil Engineering from Kuwait University (1983-1988), and MBA in Financial Management from Virginia Tech (1988- 1991) graduated Beta Gamma Sigma. Ghada is attending Wharton School of Business (2014-present) to earn an Executive Education Certificate.
Ghada is currently a member of Women in Technology (WIT), Society of Information Management and the Project Management Institute (PMI).
Eric Buchegger is a digital strategist focused on improving customer experiences through social media enablement and digital transformation within organizations. Eric currently leads social media for Allstate Canada where, through integrated efforts with vendors and internal partners, he has activated over one hundred sales agents and agencies on social platforms – shepherding change management and the adoption of social selling.
Eric has over fifteen years of experience in marketing with roots in traditional marketing and brand strategy. He’s worked for diverse companies including a digital agency and a tech startup, and he previously helped develop Intuit Canada’s social media strategy.
Originally from Vancouver, Eric now lives in Toronto, although he’s still a West Coaster at heart. Eric really enjoys the outdoors and is an avid runner, skier and cyclist. He completed the 2013 Chicago Marathon and is planning to run this third marathon this fall.