October 17, 2012
Our Forum For Customer Experience Professionals in Los Angeles is just four weeks away — and we have some exciting news!
First, our final lineup of external speakers is confirmed. All of our main-stage speakers are from companies featured in our new book, Outside In — some of them are even the subjects of case studies in the book.
Many of you have asked us to feature more business-to-business content in our events, so in response, we have both Randy Pond, EVP of operations, processes, and systems at Cisco Systems, and John Taschek, VP Mof market strategy at salesforce.com. Both companies are in the book, and Randy is the executive sponsor of the program that won one of our 2012 Voice Of The Customer Awards.
In addition to Randy and John, we have Dr. Jim Merlino, the chief experience officer for Cleveland Clinic, a world-famous, $6 billion healthcare provider. The work he is doing is as applicable to organizations outside of healthcare as it is relevant to all of us who have ever been (or will ever be) patients.
We’re also excited about our main-stage panel on building a customer-centric culture with Nancy Fratzke of US Cellular and Kelly Harper of BMO Financial Group. Transforming a culture is one of the hardest things any of us will do, and both of these panelists have successfully done it.
Finally, we’re delighted that Neff Hudson, assistant vice president of emerging channels at USAA, will speaking at our event. USAA is the top bank, credit card provider, and insurance provider in Forrester’s Customer Experience Index, 2012, and Neff is a candid and provocative speaker who will share how the company does what it does.
My second piece of news is that we are offering a $200 discount on tickets — but only to people who register online, and only if they enter this special code: CXW12EBD.
I hope to see you on November 14th and 15th at the Westin Bonaventure in Los Angeles! Or, for those of you based in Europe, join my colleagues in three weeks at the Forum for Customer Experience Professionals EMEA in London (November 6th to 7th).