December 7, 2017
3:00 PM - 4:00 PM ET
2018 CX Predictions from CXPA's CX Experts
What does 2018 mean for customer experience? Join our panel of CX Experts as they offer their predictions for 2018. What challenges will customer experience professionals face? What exciting new advancements will direct and guide customer-centric culture? How will companies continue to engage employees and think from the outside in?
We look forward to an engaging conversation as we close out 2017 and look ahead to 2018.
MEET THE EXPERTS:
Ian Golding, CCXP
Customer Experience Consultancy, Ltd.
Ian is a highly influential freelance CX consultant, advising leading companies on CX strategy, measurement, improvement and employee advocacy techniques and solutions. Ian has worked across multiple industries including retail, financial services, logistics, telecoms and pharmaceuticals and has deployed CX tools and methodologies all over the world. An internationally renowned speaker and blogger on the subject of CX, Ian was also the first to become a CCXP Authorised Resource & Training Provider.
Diane Magers, CCXP
Interim CEO, CXPA
With over 25 years of Customer Experience leadership with brands like AT&T and Sysco, Diane has led transformations to embed customer and employee engagement with definable business benefit. She is currently CEO for the Customer Experience Professionals Association, and 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.
Sonya McAllister, CCXP
Senior Vice President and Principal, Walker
As Senior Vice President and a Principal at Walker, Sonya is responsible for ensuring customer intelligence is being used as effectively as possible to drive bottom line business results for key, strategic clients. Based near San Diego, her primary focus is working with technology, telecommunications, and manufacturing companies to maximize the strategic impact customer focus can have in their organizations. Sonya holds a BS in Marketing and an MBA, and she has been recognized with CXPA’s Impact Award.
Jim Tincher, CCXP
Mapper-in-Chief, Heart of the Customer
With a lifelong passion for customer experiences, Jim founded Heart of the Customer to help companies of all sizes increase customer engagement. Before launching the company, Jim led customer engagement initiatives at Best Buy, Gallup and UnitedHealth Group. In the process, he became an expert in using Voice of the Customer research to identify unmet needs, develop new products and improve customer service. His Heart of the Customer journey maps are a powerful tool designed with one simple goal: customer loyalty. Customers ranging from start-ups to Fortune 500 companies use his processes to improve customer-focused results. His fascination with customer experience led him to test himself by becoming a Certified Customer Experience Professional, only the second in the world to earn such a designation.
Greg Tucker, CCXP
CEO, Tucker & Company
Greg is an inspirational leader and speaker with broad and deep experience in customer experience and digital transformation. As a senior executive at AAA, Clorox and Copart Auto Auctions, he led customer experience transformations that delivered strong increases in customer loyalty results as well as over $100MM of profit contributions. As a leading CX management consultant & advisor, he has worked with dozens of global leaders such Microsoft, Oracle, AT&T, SAP, GE, DocuSign, Thomson Reuters, ForeScout Technologies, Genentech, Wells Fargo, KeyBank, AAA, CSE Insurance, PepsiCo, Adecco, 24|Seven Talent Solutions, Air New Zealand, Primex Technologies and Reed Construction to develop and implement innovative customer experience strategies.
These efforts have been recognized with the 2012 CXPA Innovation Award, 2016 Who’s Who of CX, 2016 CX Expert and an HBR article that profiled his work and leadership. Greg received his MBA from Stanford Graduate School of Business and is a certified CCXP, NPS Certified Associate and Six Sigma Black Belt.
Jeannie Walters, CCXP
Author, Speaker, Trainer
Jeannie Walters has spent nearly 20 years evaluating and improving customer experiences. She’s worked with Verizon Wireless, Allstate, Bath and Body Works, Orangetheory Fitness, Citrix and many others.
Jeannie is a Certified Customer Experience Professional (CCXP,) the Chicagoland Ambassador for the Customer Experience Professionals Association, and a TEDx speaker.
She’s passionate about making the everyday interactions we all have as customers better and writes, speaks, studies and trains on customer experience issues around the world.