Reinventing the Customer Experience

It’s time to rethink the customer experience. Customer experience management (CEM) is more than just providing customer service; it’s about delivering service across all channels of support in a significant, meaningful, and intentional way. The sessions in this track will focus on clearly identifying the customer needs, designing and implementing new and innovative approaches to providing support, and using the results to tell a compelling story that engages customers, executives, and stakeholders.

Sessions

Track Chair

Julie Mohr

Author and Speaker, Mind the IT Gap

Julie Mohr is a dynamic, engaging change agent who brings integrity and passion to everything she does. Through her books, articles, speaking, consulting, and teaching, her purpose is to change the world through thought-provoking dialogue and interaction. Julie received her BS in computer science from The Ohio State University and her MEd from the University of Phoenix. She’s currently pursuing her PhD in management and organizational leadership in information systems and technology at the University of Phoenix.