Delivering a “Wow” Customer Experience

Featured Speakers:

Charles Rittenberry has been working within the Lexmark Technical Support Department for 10 years, specifically within the Knowledge Base and Web based support projects for the past 6 years.  He has been the Worldwide Knowledge Manager for the last 4 years overseeing all KB authoring and Localisation processes, with a specific focus on Content Creation, Comprehensive Knowledgeflow Processes and distribution of Support Content to Self Help customers, OEM Servicers, and Internal Call Centers.

Esteban Kolsky is the Principal and Founder of ThinkJar, an advisory and research think-tank focused on Customer Strategies. He has over 22 years of experience in customer service and CRM consulting, research, and advisory services. Most recently, he spent eight years at Gartner, focused on Customer Service and CRM research.  While there he coined the terms for EFM (enterprise feedback management) and CIH (customer interaction hub).  In addition, he wrote on the social networking topics that led to today’s revolution and assisted Fortune 500 and Global 2,000 organizations in all aspects of their CRM deployments. Mr. Kolsky is currently researching about and advising vendors and organization about how to extend customer interactions from the CRM niche to the entire organization in their efforts to become Social Businesses.  He attended California Polytechnic University at Pomona, where he graduated with a degree in Business Administration and minors in Computer Information Systems, Telecommunications, and Economics.

Richard Caballero is Vice President, Product Management at Oracle. Richard joined the company in 2007 and is currently responsible for the Siebel Service product line, which is the largest area within Oracle's CRM applications.  Richard has been involved in the CRM industry for over 10 years, helping some of the largest organizations around the world improve their customer facing operations. Before joining Oracle, Richard worked at Salesforce.comas senior director of the service and support product line. Richard also worked at SupportSoft as director of product management responsible for product and business development, marketing, and strategy. Prior to that, Richard worked at Siebel Systems for over 5 years managing the Wireline segment of the Communications & Media vertical. In addition to a B.S. in Electrical Engineering from Rensselaer Polytechnic Institute, Richard has an MSEE from Columbia University and an MBA/M.A. from the Wharton School and Lauder Institute at the University of Pennsylvania.

Chris Selland is Independent Contributing Analyst for Focus. Mr. Selland is an experienced technology 'insider', having spent many years as an Industry Analyst as well as a Business Development and Marketing executive. He has deep domain expertise in the areas of enterprise software, service & CRM strategies as well as technology industry economics, alliance strategies, and corporate development/M&A. Mr. Selland founded Reservoir Partners L.P., a CRM/enterprise software advisory & consulting firm in 2001, which merged in 2004 with Aberdeen Group (acquired by Harte-Hanks) where he served as Vice President of Sell-Side Research. Mr. Selland also served as an M&A/market advisor for Covington Associates, an Investment Bank specializing in Mergers & Acquisitions in the enterprise software and services industries. He also served as Vice President of e-Business Strategies at the Yankee Group, a technology research and consulting firm which was acquired by Reuters. In addition to his role as a Focus Expert, he blogs frequently on technology trends and companies for StockTwits and SiliconANGLE. Mr. Selland is past President of the Customer Relationship Management Association (CRMA). In addition, he has been frequently quoted in major business and industry publications, and is a past member of the CRM Magazine Editorial Advisory Board. He is an accomplished public speaker and presenter, having chaired and spoken at numerous leading industry conferences.

*Employees of associated companies are not eligible for drawing. Person must live in the US to be eligible. Winner is chosen at random. Winner will be notified at the conclusion of the live webinar. One prize will be given out per person selected from the drawing.