BOSTON, MA -- (Marketwired) -- 05/22/13 -- Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), today announced the preliminary presenter line up for its 2013 Chief Service Officer (CSO) Summit being held October 22-23 at the Seaport Hotel on Boston's historic waterfront. The theme of this year's Summit is "Gr8 Service and the Customer Experience."
"The Aberdeen CSO Summit continues to be the premier forum to elevate the role and value of service, customer care and customer experience as a strategic growth engine for organizations," according to Aly Pinder, Jr., Research Analyst for the Customer Experience and Service Management research practice at Aberdeen. "The event theme for 2013 acknowledges the Summit's eighth anniversary, recognizes the traditional role of the chief service officer, and emphasizes the increased focus on the customer experience for which today's CSO is responsible."
Presentation and session topics include: Service's Role in Driving the Customer Experience (Keynote Day 1); CEM: A Real Movement or Just Another Buzzword?; Getting a Unified View of the Customer; Voice of the Customer: Gather and (Inter)Act; Organizational Alignment in the New Customer-Centric Enterprise; Sharing Service Knowledge Across the Enterprise for Better Customer Results; Taking a Profitable Service Experience to New Geographies; Integrating Network Partners Into Your Business Strategy; Adding a New Channel of Customer Interaction: Which, How, Why?; and CEM in B2B vs. B2C - Overlapping Themes and Lessons Learned.
Featured speakers at the 2013 Chief Service Officer Summit include:
•Vala Afshar, CMO and Chief Customer Officer, Enterasys •Randy Wronzberg, Vice President, Operations, G.N. Johnston Equipment Co. Ltd. •Brian Dennis, Vice President, In-Store Customer Experience, Kohl's Department Stores •John Robinson, Director, Materials Management, North Carolina State Ports Authority •Daniel Becker, Director, North America Applications & Systems, Pitney Bowes •Michael Woodall, Managing Director, Head of Mutual Fund Shareholder Services, Putnam Investments •Jason Bingham, Vice President, Climate, MTrane •Colleen Abdoulah, CEO, Chairwoman of the Board, WOW!
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