SANTA CLARA, Calif. –December 12, 2018 –Frost & Sullivan is pleased to announce that Bruce Millard, Vice President, Digital and Customer Innovation, Safelite Group, will give a keynote presentation, Using Advanced Analytics and Artificial Intelligence to Improve the Customer Experience. This annual customer contact event will take place at the JW Marriott Marco Island Beach Resort on Marco Island, Florida, from April 7-10, 2019.
To register for the 15h Annual Customer Contact, East: A Frost & Sullivan Executive MindXchange or to view the event agenda, please visit: www.frost.com/ccs
Millard’s timely session will use case studies to show how Safelite deployed technology to simplify the customer journey and enhance the quality of the overall experience. He will share “lightweight” ways to start the technology innovation process, key criteria to use when vetting partners and technologies, and pragmatic ways to leverage the data you already have to improve the customer experience.
Millard has more than 25 years of experience, creating programs for CPG brands such as Similac, Ensure and ZonePerfect, and iconic internet brands such as AOL, Netscape and CompuServe.
Rachelle Dever, Global Brand and Guest Experience Director, InterContinental Hotels Group (IGH), will also present a keynote, Customer Experience: Creating Long-term Growth and Financial Success. Dever will share insights from her many successful CX innovation initiatives and explain how to create top-tier customer experiences that provide value and drive organizational growth.
Prior to joining IHG in October 2017, Dever was with Popeye’s Louisiana Kitchen for more than 13 years, where she held various roles, culminating in Head of Global Guest Experience. In this role she was responsible for developing a multi-year guest experience strategic roadmap that improved overall satisfaction by 10% from 2014-2017. Prior to joining Popeye’s, Dever worked for ServiceCheck Incorporated, where her responsibilities included consulting with clients of the restaurant and retail industry and where she was named Salesperson of the Year in 2003.
This annual event provides solutions to meet the complex communication demands presented by today’s multi-channel customer. A highly interactive program offers customer contact industry vice presidents, directors, managers and other senior-level executives the opportunity to benefit from:
- Current case studies and emerging best practices
- Dynamic industry collaboration zones
- Expert panel discussions
- Peer-to-peer networking opportunities
For additional information about the 15h Annual Customer Contact, East: A Frost & Sullivan Executive MindXchange, please email firstname.lastname@example.org
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