Expert Speaker Faculty

  • John Cushman
    Vice President
    AT&T
  • James Damian
    Senior Vice President
    Enterprise Design, Best Buy
  • Bob Plante
    Kiosk Programs Manager
    BMW LLC of North America
  • Tanya Callaway Crews
    Director of Operations - Self Service, Global Operations and Systems
    AIG
  • Diane Jamai
    Manager of Enterprise Change Management, Technology and Innovation
    City of Tampa

Develop and Execute a Strategy for Consistent Customer Care Excellence at Every Touch Point

The 2nd Annual Customer Self-Service Summit will explore in depth, how to leverage multi-channel, high-touch technology interactions with customers to deliver on your goals of increasing customer retention and building of customer loyalty while carefully managing tight budgets.

You will gain insight into the successful operations (and lessons learned) of companies in the Financial Services, Public Utility, Airline, Retail, Public Sector and Hospitality industries that have created self-service programs that meet customer care expectations and deliver consistent customer care excellence at every interaction.

Attend and discuss best practices, strategies and solutions surrounding

  • Customer Satisfaction Measurement
  • Customer Adoption and Commitment
  • Operational Efficiency AND Customer Care Strategy
  • Technology Innovation

Key Industries and Companies You Will Hear From:

RETAIL:

  • Best Buy
  • BMW

TELECOMMUNICATIONS:

  • AT&T

TRAVEL and HOSPITALITY:

  • American Airlines
  • Canada Air
  • Travelocity
  • Tropicana

SERVICE:

  • San Diego Gas and Electric Company
  • City Of Tampa, FL

B 2 B:

  • Innovation + Execution
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