Carol Buehrens
As our Faculty Chair, Carol Buehrens is the author of the best-selling customer experience book Happy RAVING Customers! Carol is a leading customer experience expert and speaker, and has been constructing extraordinary customer experiences for over 30 years for major companies such as Liberty Mutual, Northrop, McDonnell-Douglas, Bechtel, GE, Mercury Marine, and ICW Group Insurance Companies.
Carol’s passion for improving customer experience has resulted in numerous awards, including the prestigious “CX Innovation Award” from the Customer Experience Professionals Association (CXPA), ICW Group CEO Award, the Liberty Mutual Star Award, and is listed in the World's Top 30 Customer Service Professionals.
A Founding Member and Expert Panel Member of the international Customer Experience Professional Association (CXPA), Carol is also an active member of the San Diego Customer Experience Special Interest Group (CX SIG), and Professor at California State University Fullerton and University of California San Diego.
Carol’s passion for improving customer experience has resulted in numerous awards, including the prestigious “CX Innovation Award” from the Customer Experience Professionals Association (CXPA), ICW Group CEO Award, the Liberty Mutual Star Award, and is listed in the World's Top 30 Customer Service Professionals.
A Founding Member and Expert Panel Member of the international Customer Experience Professional Association (CXPA), Carol is also an active member of the San Diego Customer Experience Special Interest Group (CX SIG), and Professor at California State University Fullerton and University of California San Diego.
JC Quintana
JC is a best-selling author and researcher focused on the psychology and process that leads to quality stakeholder relationships. His impressive career spans over 25 years of leadership guiding Customer Experience, Employee Engagement, and Channel Alliance efforts for SAGE, ADP, HP, and DXC Technology in Managing Partner, Regional Vice President, and Global Head of Innovation roles.
He holds advanced degrees in Organizational Psychology and dedicates his research to developing corporate cultures that promote genuine relationships with all of its stakeholders. He currently lectures on relationship psychology and human-centered design topics at 11 US universities.
He holds advanced degrees in Organizational Psychology and dedicates his research to developing corporate cultures that promote genuine relationships with all of its stakeholders. He currently lectures on relationship psychology and human-centered design topics at 11 US universities.
Erich Dietz
Erich Dietz is the Vice President of Worldwide Strategic Accounts for InMoment. He has over 15 years of executive experience spanning consulting, business development, and solutions architecture. Erich joined InMoment in 2003 and primarily works with InMoment’s large, complex client organizations within their B2B, B2B2C, and B2C markets. Erich partners with clients to architect and implement Customer Experience Management (CEM) & Voice of the Customer (VoC) programs that enhance critical business measures including; revenue generation, operational efficiency, cross-channel service alignment, customer retention, base management, loyalty, and brand advocacy. He is also a designated CXPA Expert and regular contributor to the community’s Google+ Hangouts and other events.
Prior to InMoment, Erich was a Management Consultant for several global consulting firms. He holds a B.S. in Industrial Engineering from Rutgers School of Engineering.
Prior to InMoment, Erich was a Management Consultant for several global consulting firms. He holds a B.S. in Industrial Engineering from Rutgers School of Engineering.
JP Sain
JP Saini is a C-level IT executive for a B2B company with 20 years of in-depth business, technology, operations experience and strong leadership skills. Developed from his portfolio of business, technology and operations experience is his ability to advance the overall strategic direction of information technology in alignment with strategic business plans, growth goals and position IT as a strategic business enabler and partner. His sharp focus on Excellence is driven by his knowledge of client service and performance based metrics.
Mr. Saini has been successfully managing IT business and strategy through the harnessing of technology for business growth and profitability, risk mitigation, and the identification of commercial opportunities.
Mr. Saini has been successfully managing IT business and strategy through the harnessing of technology for business growth and profitability, risk mitigation, and the identification of commercial opportunities.
Curtis Bingha
The first to promote the role of chief customer officer (CCO) as a catalyst for competitive advantage, Curtis N. Bingham is recognized as the world’s foremost authority on CCOs. For over 20 years, he has been helping companies strategically engage their customers in order to create sustainable competitive advantage and dramatically grow revenue and profits.
Curtis is founder and Executive Director of the Chief Customer Officer Council™, the first peer-led advisory group for CCOs, and President of Predictive Consulting Group, Inc. Through his work with Council members and more than 200 chief customer officers, Curtis has identified and codified best practices in customer centricity, customer engagement, employee engagement, customer innovation, and more. He has created the CCO Roadmap and the Customer Centricity Maturity Model; groundbreaking, proprietary works that assist companies achieve customer-centric culture and revenue growth.
A sought-after international speaker, author, and consultant, Curtis is passionate about creating powerful customer strategies and is well known for his business acumen, actionable insights, and commitment to measurable business results. He authors The Bingham Advisory: Strategic Advice for the Chief Customer Officer, CEOs, and Boards of Directors and is the first to identify customer engagement as customer centricity’s next evolutionary step beyond loyalty. Curtis holds an MBA from Lehigh University and a Master’s in Computer Science from Brigham Young University.
Curtis is founder and Executive Director of the Chief Customer Officer Council™, the first peer-led advisory group for CCOs, and President of Predictive Consulting Group, Inc. Through his work with Council members and more than 200 chief customer officers, Curtis has identified and codified best practices in customer centricity, customer engagement, employee engagement, customer innovation, and more. He has created the CCO Roadmap and the Customer Centricity Maturity Model; groundbreaking, proprietary works that assist companies achieve customer-centric culture and revenue growth.
A sought-after international speaker, author, and consultant, Curtis is passionate about creating powerful customer strategies and is well known for his business acumen, actionable insights, and commitment to measurable business results. He authors The Bingham Advisory: Strategic Advice for the Chief Customer Officer, CEOs, and Boards of Directors and is the first to identify customer engagement as customer centricity’s next evolutionary step beyond loyalty. Curtis holds an MBA from Lehigh University and a Master’s in Computer Science from Brigham Young University.
Donna Peeples
As a recognized Customer Experience leader, the first Chief Customer Experience Officer at AIG and current president of Motivated, a global Customer Experience consultancy, Donna Peeples is a pioneering, strategic thinker with a dynamic record of driving sustainable growth and managing resources by connecting people, process and technology to deliver business results.
Her extensive P/L responsibilities with start-ups and Fortune 50 companies have shown that effective customer experience strategies must have a verifiable ROI. Donna’s process for identifying key metrics, modeling, and performance monitoring of the front, mid, and back office make her uniquely qualified to address the challenges and opportunities in an increasingly faster evolving business landscape.
A frequent speaker at the most respected Customer Experience forums across the world, Donna is a master communicator who works with global corporations to define business objectives and articulate the corporate vision in a way that inspires imagination and compels action throughout the organization. Whether managing cost, influencing the top line or creating vibrant and productive partnerships, her focus is on blending business strategy with creativity – touching the heart and moving the mind – the result is: true paradigm shifts, sustainable change and the achievement of overall business objectives.
Her extensive P/L responsibilities with start-ups and Fortune 50 companies have shown that effective customer experience strategies must have a verifiable ROI. Donna’s process for identifying key metrics, modeling, and performance monitoring of the front, mid, and back office make her uniquely qualified to address the challenges and opportunities in an increasingly faster evolving business landscape.
A frequent speaker at the most respected Customer Experience forums across the world, Donna is a master communicator who works with global corporations to define business objectives and articulate the corporate vision in a way that inspires imagination and compels action throughout the organization. Whether managing cost, influencing the top line or creating vibrant and productive partnerships, her focus is on blending business strategy with creativity – touching the heart and moving the mind – the result is: true paradigm shifts, sustainable change and the achievement of overall business objectives.
Desirree Madison Biggs
Desirree Madison Biggs leads CX and NPS Programs at Airbnb. She has spent over 15 years as a customer experience and advocacy leader passionate about managing high-performing teams to create global programs designed to drive increased customer loyalty and employee engagement. Working in both small start-up companies and large complex business environments, she has established scalable, actionable listening solutions that provide customer focus and inspire cross-functional improvement initiatives that get results.
Desirree is a frequent featured speaker at conferences and webinars on best practices for voice of the customer programs and is a Certified Net Promoter practitioner, performance coach and customer experience mentor.
Desirree is a frequent featured speaker at conferences and webinars on best practices for voice of the customer programs and is a Certified Net Promoter practitioner, performance coach and customer experience mentor.
Jen Gloss
As a senior vice president of LPL Financial, Jen provides visionary leadership for LPL’s independent financial advisors. With more than 20 years industry experience working directly with advisors and their clients, she steers the Client Experience group, focusing on advisor education to drive branch office growth and productivity and plays a key role in determining direction and development of new programs and services.
Prior to joining LPL Financial, Jen worked for American Financial Group in a variety of leadership roles which included service, training, marketing, and financial advising. She holds a BBA from Thomas More College and a Master’s of Science in Executive Leadership from the University of San Diego.
Prior to joining LPL Financial, Jen worked for American Financial Group in a variety of leadership roles which included service, training, marketing, and financial advising. She holds a BBA from Thomas More College and a Master’s of Science in Executive Leadership from the University of San Diego.
Don Fertman
Don Fertman is the Chief Development Officer for Franchise World Headquarters, the service company for Subway and affiliated brands, a position he has held since 2010. In this capacity, he oversees all departments handling the franchise development pipeline, including Franchise Advertising and Marketing, Sales, Real Estate, Store Design, Site Development and Non-Traditional locations. Don previously held the position of Director of Development and simultaneously functioned as Director of Franchise Sales since 1988.
Featured in one of the highest-rated episodes of “Undercover Boss”, the hit CBS reality show, Don donned a disguise and learned the Subway business first hand as a “sandwich artist”. He was later invited to appear on the follow up episode, “Epic Bosses”, showcasing several of the more intriguing executives from the first four seasons of the show.
Don has been a member of both the Domestic and Global Strategic Planning Committees and currently serves on the System Advisory Council and Management Committee at Subway World Headquarters.
Featured in one of the highest-rated episodes of “Undercover Boss”, the hit CBS reality show, Don donned a disguise and learned the Subway business first hand as a “sandwich artist”. He was later invited to appear on the follow up episode, “Epic Bosses”, showcasing several of the more intriguing executives from the first four seasons of the show.
Don has been a member of both the Domestic and Global Strategic Planning Committees and currently serves on the System Advisory Council and Management Committee at Subway World Headquarters.
Bob Taylor
Bob Taylor is the Chief Customer Officer for Samsung SDS America. In this role, he leads our innovation efforts with clients to ensure their success by working to help clients frame up the business issue, scan the technology landscape for best practices, integrate or develop a leading edge solution that ultimately leads to an exciting and engaging customer interaction. He is also responsible for executing organizational change to enable growth, productivity and innovation.
Bob has over 20 years in experience management and customer analytics working with some of the largest companies in the world. From the inception of the internet as a channel, to the mobile device as a primary interface to co-creating an environment that changes based on the consumer – it has been an exciting journey. He has spent the last 5 years focused on digital and mobility; including, offshore agile mobile development programs. Prior to joining Samsung SDS, Bob worked with a wide-range of customers at Ernst & Young and IBM.
Bob has over 20 years in experience management and customer analytics working with some of the largest companies in the world. From the inception of the internet as a channel, to the mobile device as a primary interface to co-creating an environment that changes based on the consumer – it has been an exciting journey. He has spent the last 5 years focused on digital and mobility; including, offshore agile mobile development programs. Prior to joining Samsung SDS, Bob worked with a wide-range of customers at Ernst & Young and IBM.
Bob Thompson, Faculty & Board Member
Bob Thompson is CEO of CustomerThink Corp., an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, the world's largest community dedicated to customer-centric business.
Thompson is a popular international keynote speaker, blogger and author of Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies.
Thompson is a popular international keynote speaker, blogger and author of Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies.
Jordan Zimmermam
Jordan Zimmerman is Founder, Chairman and architect of the Zimmerman Advertising empire, now the 14th largest advertising agency in the world with published billings in excess of $3 billion. In 2015 Jordan cofounded zSchool, a new educational consulting provider focused on helping universities develop world-class executive education for the digital age.
Jordan Zimmerman is known as “Advertising’s Bad Boy” and his list of winning clients is a “who’s who” of the retail world. His is the firm that is behind such great brands as ADT, Atlantis, AutoNation, Ashley Furniture, Boston Market, Broward Health, Carfax, CBS, Chico’s, Chuck E. Cheese, Consolidated Credit, Dish Network, Dunkin Donuts, Extended Stay America, Firehouse Subs, five Below, The Florida Panthers, Fresh Market, hhgregg, Jamba Juice, Kanes, Lane Bryant, La-Z-Boy, Lennar, Logan’s Roadhouse, Lucky Brand, Michaels, Office Depot, Papa Johns, Party City, Pep Boys, Nissan, Saks Fifth Avenue, Soma, Tire Kingdom, Toys-R-Us, White Castle, White House Black Market and many more.
In February of 2015, Jordan was a keynote speaker for the Cleveland Clinic Florida Leading in Healthcare conference. He, along with Jack Welch of GE, shared their styles on leadership in today’s fast paced, social and digital environment.
April of 2015 brought perhaps the most prestigious honor that any American could ever dream of being awarded. Jordan Zimmerman was one of twelve individuals inducted into the Horatio Alger Association of Distinguished Americans. The tremendous honor is bestowed upon individuals who triumphed over adversity in their lives and achieved success despite obstacles that they overcame.
Jordan Zimmerman is known as “Advertising’s Bad Boy” and his list of winning clients is a “who’s who” of the retail world. His is the firm that is behind such great brands as ADT, Atlantis, AutoNation, Ashley Furniture, Boston Market, Broward Health, Carfax, CBS, Chico’s, Chuck E. Cheese, Consolidated Credit, Dish Network, Dunkin Donuts, Extended Stay America, Firehouse Subs, five Below, The Florida Panthers, Fresh Market, hhgregg, Jamba Juice, Kanes, Lane Bryant, La-Z-Boy, Lennar, Logan’s Roadhouse, Lucky Brand, Michaels, Office Depot, Papa Johns, Party City, Pep Boys, Nissan, Saks Fifth Avenue, Soma, Tire Kingdom, Toys-R-Us, White Castle, White House Black Market and many more.
In February of 2015, Jordan was a keynote speaker for the Cleveland Clinic Florida Leading in Healthcare conference. He, along with Jack Welch of GE, shared their styles on leadership in today’s fast paced, social and digital environment.
April of 2015 brought perhaps the most prestigious honor that any American could ever dream of being awarded. Jordan Zimmerman was one of twelve individuals inducted into the Horatio Alger Association of Distinguished Americans. The tremendous honor is bestowed upon individuals who triumphed over adversity in their lives and achieved success despite obstacles that they overcame.
