"Customer experience (CX) analytics and data driven customer experiences"
Diane Magers, CEO, Customer Experience Professionals Association (CXPA)
Jaime Chambron, VP of Customer Engagement, NTT DATA
Vamsee Reddy, Director of Analytics & Research, Intuit
Sheilon King, Director of Data Insights Customer Touchpoints, AT&T
Tommy Nicholson, Senior Manager of Business Planning and Analytics, Citi
A majority of organizations are already working on implementing or improving their CX programs. As customer experience becomes increasingly central to most companies' competitive strategy, leadership is requiring more robust CX analysis, insights and predictions. Join the Tech Titans Analytics & Insights forum to discuss:
About the speakers:
Diane Magers is CEO of Customer Experience Professional Association, CXPA. She has over 25 years of CX leadership with brands like AT&T and Sysco, and has led transformations to embed customer and employee engagement with definable business benefit. She is founder of Customer Experience Catalysts, a customer experience excellence consultancy. She holds an MS in Psychology and an MBA. She is a Certified Customer Experience Professional (CCXP) a CXPA CX Expert, and NPS, Voice of Customer and Customer Experience Management certified.
Jaime Chambron is Vice President of Customer Engagement at NTT DATA. Following NTT DATA's $3b acquisition and integration of Dell Services in 2016, Jaime was hired to lead the formation and launch of the combined company's new Customer Engagement Practice, which encompasses a 500+ person global team. Under her direction, the practice is responsible for analyzing and simplifying business and technology challenges to deliver insights, solutions and outcomes that matter to NTT DATA Services' global client base. She is also a leader on NTT's Global Desisgn Network Initiative being run out of headquarters in Japan, which launched in June to help share design best practices across the different global NTT operating businesses, attract new talent and be positioned to deliver global digital experience programs that are localized for different markets NTT serves. She also launched the new Collaboration Center that opened this fall in NTT DATA Services' new North American headquarters at Legacy West in Plano. Jamie received a computer science degree from Harvard University with a specialty in Artificial Intelligence. She has more than 20 years experience in technology, most recently as VP of Customer Success with RealPage.
Vamsee Reddy is a Director of Analytics and Research at Intuit, who partners with marketers, sales, product and finance professionals to help them solve complex business problems and maximize value from their data. He has domain expertise in verticals such as travel management, private equity, healthcare, finance services and technology. He is an avid technology enthusiast who helps business leaders evaluate opportunity through data driven analysis and competitive research. With more than a decade of experience in analytics he specializes in helping leaders execute on strategies related to customer acquisition, conversion, retention, etc. Vamsee holds a BS in computer science and an MBA in finance and strategy.
Sheilon King, Director of Data Insights Customer Touchpoints at AT&T, leads an insights team of data scientists, software engineers, technical project managers and business solution managers who are responsible for creating dynamic solutions to complex business problems. Her team collaborates extensively with business unit partners to deliver savings and enhancements to the Customer Experience. Prior to her current position, Sheilon was a Director of Sales Operations supporting the Mobility Sale and Service Call Centers. She was accountable for the tactical execution and the rollout of operation and sales processes to the call centers. In this role Sheilon also supported Customer Experience initiatives by providing coaching for center leaders. Her experience leading large teams in both General Service and Technical Support were key in this work. Sheilon has prior experience in Retail having served as the Director of Sales in the Las Vegas market. She also has experience in logistic and engineering. Sheilon is a graduate of Stanford University.
Tommy Nicholson, Senior Manager of Business Planning and Analytics at Citi, studied Industrial Engineering at Texas A&M University and proceeded to work as an engineer in manufacturing and logistics. Currently, at Citigroup, he is a leader of a team responsible for real-time monitoring of customer digital behavior.