This webcast is part of the webcast series, Stop Guessing - Start Knowing, presented in association with the American Marketing Association and SAS.
Webcast Content:
Today your brand isn’t what you say it is, it’s what your customers say it is. And, because your customer is now interacting with your brand across multiple-channels, your brand is becoming the customer experience.
In our hyper-networked marketplace, there are more customer channels and touch points to manage and keep in synch than ever before - creating new challenges in managing the customer experience. With the advances in technology and wider use of customer analytics, exactly how far have businesses come in harnessing information to provide customers with an “exceptional” experience across channels?
SAS, Peppers & Rogers Group, and Jubelirer Research have come together to study the current state of multi-channel customer experience management. Through both qualitative and quantitative research with senior execs from Fortune 500 companies, we have uncovered what is working, what is broken and what priorities need to be established to build more profitable and mutually-valuable experiences with customers.
Join our experts as they share findings from this ground-breaking research, including:
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Understanding how the pressure for short-term results, impacts the ability to implement long-term strategies
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Realizing there is a significant gap between Customer Experience Management goals and capabilities
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Determining how small changes in strategy can yield a significant upside in business results
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Uncovering how culture plays a key role in the success of any customer-facing initiative.
Following the webcast, we will share how you can receive a copy of this research report (no registration required), “The Customer Experience Maturity Monitor: 2008.” This report details the trials and trends, and provides a benchmark for companies to measure where they stand in the race for a world class customer experience. In this study, we introduce five levels of maturity ranging from “Limited Capability” to “Experiential Master” and explore what it takes to move from the base of the continuum to the peak.
About Dr. Martha Rogers, Peppers & Rogers Group; Jim Jubelirer, Harris Interactive; Jeff Gilleland, SAS
Martha Rogers, Ph.D. has been named by Business 2.0 magazine as one of the nineteen most important business gurus of the past century. The World Technology Network named her as “an innovator most likely to create visionary ripple effects.” Recognized for the past decade as one of the world’s leading experts on customer-based business strategies and growing customer value, Dr. Rogers is an acclaimed author, a world class-class speaker, and a founding partner of Peppers & Rogers Group, the world’s leading customer-focused management consulting firm, based in Norwalk, CT, and boasting an impressive list of Fortune 500 clients. Gartner Group has positioned Peppers & Rogers Group as the only CRM-services firm that can help clients with both “vision” and “implementation” of their customer strategy.
Dr. Rogers' experience, expertise, and ability to think out of the box makes her equally popular with media interviewers, speaking event planners, and Fortune 1000 executives seeking to learn how to compete in the Information Age, how to get a payoff from their CRM software and technology, how to build the value of their customer base, and how to cascade the changes needed in an organization to realize Return on Customer – the return on the investment companies make in their customers.
With Don Peppers, Dr. Rogers has co-authored six best-selling books on the subject of customer-based business strategy. As an Adjunct Professor at the Fuqua School of Business at Duke University, she is helping to spearhead the CRM coursework at the MBA level. Dr. Rogers also serves on the Advisory Board of the Kelley School of Business at Indiana University.
Peppers’ and Rogers’ most innovative strategic thinking is embodied in their newest book, Rules to Break & Laws to Follow. This breakthrough business publication examines what empowered customers, networked employees and a culture of innovation and trust mean for the competitive differentiation and long-term viability of a business.
Jim Jubelirer is a Vice President at Harris Interactive and a Senior Consultant at Harris Interactive Loyalty Division. His specialty is designing and implementing customer loyalty measurement programs that bring “the voice of the customer” into organizations that are facing complex competitive challenges.
Prior to joining Harris Interactive, Jubelirer spent 14 years at Burke, Inc. in both business development and consulting roles for their loyalty research activity. His client experience covers a broad spectrum of industries—manufacturing, automotive, financial services, travel and leisure. During his time at Burke, Jim also led the development of new products and services, including the implementation of web-based online reporting: and the creation of new intellectual property about how to maximize the value of customer feedback by linking to goal-setting and compensation.
A frequent public speaker at industry conferences and seminars, Jubelirer is active in sustainability and corporate social responsibility. He has been a judge and speaker at Sustainable North Carolina Awards conference and is active in Environmental Grantmakers Association (EGA).
He earned his undergraduate degree at the University of California at Santa Cruz (UCSC) and his MBA at the Johnson Graduate School of Management at Cornell University.
Jubelirer started his career after business school at Digital Equipment Corporation (DEC) and also spent 4 years teaching executive education seminars using computer simulation exercises. In that capacity, he served on the faculty of the Management Development Institute at General Electric in Crotonville, NY.
Jeff Gilleland has over 25 years of experience in building profitable customer franchises for Fortune 500 companies. He has held senior marketing positions within the consumer-packaged-goods, financial services, and technology industries.
Before joining SAS in 2002, Gilleland was responsible for leading the development of legacy Wachovia's CRM strategy, which is regarded as a "best practice" in the financial services industry. Prior to Wachovia, Gilleland held executive marketing positions at RJR/Nabisco and Kayser-Roth Corporation, where he was responsible for building growth strategies based on customer knowledge for some of the largest consumer brands in the world.
Applying his experience in “1-to-1” and “classical” marketing, he offers an informed view on how to build organizational capabilities that enable knowledge-based strategies to increase customer affinity and profitability.
