Judy Bloch, Customer Listening & Engagement Strategy and Program Development, Citi
Judy Bloch is responsible for Customer Listening and Engagement Strategy & Program Development at Citi. She joined Citi in August 2011 after an accomplished career in the wireless telecom industry. In her current role, supporting the Omni Command Center, Judy acts as a customer advocate to ensure Citi clients have best in class digital servicing experiences through real-time customer behavior listening. This innovative approach has taken traditional digital and customer monitoring to the next level, providing actionable insights that deliver quality digital design and customer success.
Judy is known for her ability to shift the customer experience lens from anecdotal conversations to a data-driven model centered on engagement and client delight, with predictive capabilities. Her ability to build trust with customers and business partners differentiated her in driving a customer-centric culture.
Michelle Brigman, Director Digital and Social Listening and Engagement, Citi
Michelle Brigman currently serves as the Director of Customer Listening and Engagement, tuning into changes in customer’s digital behaviors and social conversations. Her team is monitoring >1B annual digital interactions, adapting real time to increase digital containment and seamless interactions. In her previous role, Michelle was responsible for the North America Servicing Net Promoter (NPS) Program. She is Executive Sponsor of the Dallas Women’s Network, a member of the Site Leadership Team, and active mentor and trainer for Citi sponsored STEM initiatives. Michelle is known for her ability to shift the customer experience lens from data point focus to a customer driven model centered on engagement and client delight. Her ability to build trust with customers and business partners differentiated her in driving culture change
Prior to joining Citi, Michelle spent 16 years at Dell, where she developed a strong suite of programs that embedded Client Experience into the culture. As Director of Global Social Media Listening & Engagement Program, she launched Dell’s Global Listening Command Center, which was responsible for listening to 25k conversations a day across 11 languages. The Command Center has been recognized by Forrester, American Business Awards, Bees Award, Altimeter, CeBit Australia, PR News & Groundswell as the industry benchmark in how companies should engage with customers. Prior to directing the Social Media Listening efforts, Michelle was responsible for Global Consumer Client Experience, where she led contact center quality, process improvement, escalations management, cost reduction, & NPS.
Mark Slatin, CCXP, SVP, Director of Client Experience, Sandy Spring Bank
Mark Slatin leads the client experience effort at Sandy Spring Bank, one of the largest and oldest banks based in Maryland, DC, and Virginia. Mark is passionate about CX and promoting the profession. He has served as an Adjunct Professor at Loyola University Maryland for over 7 years and he has recently developed and teaches a Customer Experience Management course in the MBA program there.
Mark is proud to represent Sandy Spring who was nominated as a top 10 finalist for a CX Innovation Award in 2015 and again this year.
He loves Jeanne Bliss’s description of our CX work as pushing a rock up a mountain. He is humbled every day by the task but refuses to quit.
Raj Sivasubramanian, CCXP, Director, Customer Experience Consulting Services, Verint
Raj is a seasoned Customer Experience leader and CCXP with a diverse set of experiences as both a CX practitioner and a consultant in a variety of industries. Raj leads Verint’s strategy around CX consulting offerings and helps Verint’s clients optimize the business impact of their Voice of Customer programs.
Prior to Verint, Raj was at eBay where he enhanced their NPS program by driving a shift from simply trending metrics to delivering actionable insights used to improve the customer experience. Prior to eBay, Raj was a consultant advising clients on various aspects of developing customer insights capabilities.
Raj is a frequent conference speaker and advisor on the topic of customer-centricity, metrics, and customer feedback. Raj holds an MBA from the Haas School of Business at the University of California, Berkeley and a BS in Electrical Engineering from the Georgia Institute of Technology.
Chris Woolard, CCXP, Vice President, Walker
Chris Woolard has more than 15 years of experience in the customer experience industry where he as worked with more than 100 clients from a wide range of industries. He holds a master’s degree in industrial and organizational psychology which has driven a specialization in employee engagement – a critical component for any customer experience initiative. Chris has been a featured speaker at a number of conferences and has been quoted in numerous publications including The Wall Street Journal, Washington Times, USA Today, and other newspapers and magazines.