BOSTON, MA--(Marketwired - Oct 1, 2013) - Aberdeen Group, a Harte-Hanks Company (
"The 2013 CSO Summit is a premier forum for information exchange and lively conversations about the growing role of the service organization in driving the customer experience," according to Omer Minkara, Senior Research Analyst, Contact Center & Customer Experience Management research practice at Aberdeen. "With eighty-nine percent of companies surveyed by Aberdeen indicating increased customer retention as a top objective, the service organization plays a crucial role in accomplishing this objective by effectively leveraging customer and operational data to improve issue-resolution rates and, ultimately, delight customers across multiple interaction channels."
Joining Omer as co-host of the 2013 CSO Summit is Aly Pinder, Jr., Research Analyst, Service Management.
Presentation and session topics include: Service's Role in Driving the Customer Experience; Culture and Performance are not Mutually Exclusive; Voice of the Customer: Capture, (Inter)Act & Transform the Service Organization; Service Quality: Lean in Service. CSO Summit workshop titles include: Business Efficiency: Contact Center Optimization; Emerging Concepts: Collaboration Within Service; Emerging Technologies: The New Mobility of Service; Emerging Concepts: Transforming into a Strategic Service Organization, and others.
Featured Speakers at the 2013 Chief Service Officer Summit include:
- Colleen Abdoulah, CEO/Chairwoman of the Board, WOW!
- Terri Pitcher, Executive Vice President, Supply Chain, Berry Plastics
- Dave Sacra, Director, Global Quality Strategies, Bose Corporation
- Terena Campagna, Senior Advisor, Customer Experience Specialists, Ciena Corporation
- Randy Wronzberg, Vice President, Operations, G.N. Johnston Equipment Co. Ltd.
- John Robinson, Director, Materials Management, North Carolina State Ports Authority
- Theresa Dolbert, Vice President, Service Information Supply Chain, Philips Healthcare
- Daniel Becker, Director, Global Customer Service Advanced Applications and Systems, Pitney Bowes
- Marty Stowe, Executive Vice President and Chief Service Officer, PrimePay
- Michael Woodall, Head of Mutual Fund Shareholder Services, Putnam Investments
- Anna Blair, Vice President, Business Relations and Development, REACH Air Medical Services
- Renee Cacchillo, Vice President of Service Delivery, Safelite AutoGlass
- Alisandra Rizzolo, Vice President WW Service for the Instruments Division, Stryker Corporation
- Jason Bingham, Vice President, Climate, Trane
- Ron Willbanks, Director, Enterprise Business Services, Whataburger Restaurants, LLC
- Andy Huber, Manager of Systems Strategy, Xerox
For additional information on Aberdeen's 2013 Chief Service Officer Summit Speakers, please visit the Summit Speaker Biography page. To learn more about the upcoming CSO Summit, please visit the Chief Service Officer Summit Summary page.
Complimentary VIP passes are available for qualified service and business executives. To apply for a pass, please visit our Summit Registration page.
Sponsors and Partners of the 2013 CSO Summit include: ClickSoftware, Genpact, inContact, PTC, Trimble, FedEx Supply Chain, IFS, ServicePower, Field Technologies, and SupplyChainBrain.
Limited sponsorship opportunities are still available. For information, please contact Mark Collura, Vice President of Sales, at mark_collura@harte-hanks.com or call 617.854.5359.
View Omer Minkara's postings on the Aberdeen Group blog Research with Results.
Follow Omer on Twitter @omer_aberdeen
View Aly Pinder's postings on the Aberdeen Group blog Research with Results.
Follow Aly on Twitter @Aberdeen_CSO
Follow the action on Twitter #CSO2013
About Aberdeen Group, a Harte-Hanks Company
Enabled by its team of 40 research analysts covering 16 industry-sector categories, access to 35,000+ benchmarked enterprise decision makers, and 2.5 million research readers, Aberdeen Group -- a Harte-Hanks Company (
Aberdeen has offices in Boston and London. Harte-Hanks operates 25 offices in the United States, and has locations throughout Asia-Pacific, Europe, and Latin America.
(C) 2013 Aberdeen Group, Inc., a Harte-Hanks Company
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