KEYNOTE SPEAKER
Keith Dawson, Principal Analyst, Customer Experience and Interaction, Ovum

Keith Dawson is part of Ovum's customer interaction team, where he covers contact center technologies, including infrastructure, software, and services. His particular interest in recent years has been the customer experience: how to measure it, and how companies can use the contact center to manage that experience to their advantage.

Keith covers emerging service delivery technologies, including speech analytics and proactive outbound and advanced workforce optimization tools, all with an eye to understanding how organizations can best allocate resources and optimize customer satisfaction. He speaks frequently on these topics at industry conferences and webinars.

Prior to joining Ovum, Keith was Industry Director in the Contact Center practice at Frost & Sullivan. In four years there he wrote the primary market reports on ACDs, IVR/voice portals, outbound dialers, and hosted services. He analyzed survey results comparing consumer service satisfaction across different verticals and created forecasts for new sectors, including analytics and proactive customer communications.

Keith was previously the editorial director of Call Center Magazine, where he pioneered coverage of offshore outsourcing and the expansion of the service industry into a multibillion-dollar market. He is author of The Call Center Handbook, first published in 1996.

MODERATOR
Keith Fiveson, Founder, ITESA

Keith is the Founder of ITESA, a consulting firm located in New York City. He is an experienced strategist and marketing adviser. He has worked with a variety of companies, governments and individuals, focusing on the use technology and communications to generate peak experiences, attract customers and retain employees. His background in telco, voice, data, self service and technology, has helped clients build and optimize social media, mufti-channel contact centers and customer engagement programs.

Prior to ITESA and Social Gogo, Keith ran the call center consulting programs at MCI, AT&T, British Telecom and Cosmocom. He is published in trade industry journals, has visited over 47 countries and lectured at industry conferences in Brazil, Canada, China, Egypt, Guatemala, Netherlands, Portugal, India, Mexico, UK and the USA. He served in the US Army's Ballistic Missile Defense Communications Activity and holds a top secret clearance. He graduated from St. Peter's College and attended the MBA program at Fordham University. He is a Board Member of the American Teleservices Association.

"Relationship Care and Customer Experience - Hearing the Voice of the Customer"

Derek Martin
American Express World Services

Derek F Martin is Director of Relationship Care for American Express World Services, responsible for customer engagement, sales, and retention for the global consumer telephone centers in 24 countries. Prior to this role, Derek worked as a Director in the American Express Service Network Strategy and Engineering team, responsible for the Platinum & Centurion Servicing strategy, CAPEX investment portfolio and six sigma reengineering projects.

Before Joining American Express, Derek was a VP of Strategic Sourcing with Broadlane and a strategy consultant with Mitchell Madison Group. Derek has traded coffee with Cargill in Peru and was a business volunteer with the Peace Corps in Senegal, West Africa.

Derek holds his MBA from the University of Michigan and a first degree black belt in Tae Kwon Do. He is an active member of the National Board of Directors for the American Teleservices Association, ATA, and a recognized blogger and speaker on the subject of customer engagement and loyalty.

Phil Grudzinski
CEO of the ATA

Phil formerly served as chairman of the ATA Board of Directors for four years and has served in a variety of senior management roles within companies such as American Express, General Electric, and Sears Roebuck and Company. Mr. Grudzinski has over 20 years of progressive leadership experience in retail, corporate, direct marketing, and financial services environments encompassing general management, direct marketing, and financial roles.

He has a proven track record for driving growth and large scale change in complex, multi-matrixed organizations using contact centers as a primary distribution and service channel.

Agenda

Featured Speakers

Michael Madden Communications Manager, PepsiCo Consumer Relations

Dennis Dowd Senior Communications Representative, PepsiCo Consumer Relations

Michael Madden is the Communications Manager for PepsiCo Consumer Relations and is based in the company's main contact center in Somers, NY. In addition to consumer messaging, Mike supports, develops, and implements communications strategies for issues and crisis management. His professional background includes time spent in active ministry with the RC Diocese of Bridgeport, CT and as an editorial page writer for the Waterbury Republican-American.

Dennis Dowd has served on the Consumer Relations Communications Team since joining PepsiCo in 2008, with a focus on social media messaging and tracking. In his capacity as Team Lead for our ongoing Pepsi Refresh Project, Dennis has offered consumer relations insights on our largest web-driven promotion to date, which earned him the prestigious PepsiCo Chairman's award.

DATE
Thursday
July 28, 2011
12 - 5:30p

LOCATION
New York Botanical Garden
200th St and Kazimiroff Blvd
Bronx, NY 10458
Directions

SPONSORS

Photos From the NY Summer Social Event