Impactful customer experience demands digital. A recent Forrester report indicates that 72% of major businesses say that improving customer service is a top priority. 63% intend to exploit technology to reach this goal.
Harness rapid technological changes, data analysis demands, and consumer requests for personalized services to unlock growth. 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.
Dan's 20-year career has consistently focused on delighting customers, spanning multiple disciplines including social media, customer service, marketing, and digital customer experience.
Dan is the author of the new book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media, which is available on Amazon. He also hosts the Focus on Customer Service podcast.
A frequent speaker, blogger, and Tweeter, Dan has been named to several notable industry lists, including:
Dan holds a B.A. in psychology and communications from the University of Pennsylvania, and an M.B.A. in marketing and strategy from the Kellogg School of Management at Northwestern University. Find him on Twitter at @dgingiss.
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.
