Customer Experience Committee
Purpose of this group
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Transforming brand stewards into leaders and champions for sustainable, profitable growth across the entire organization
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Delivering long-term shareholder value by creating the capabilities and organizational skills to grow Customer Lifetime Value
- Developing effective communications that elevate customer experience for key constituents including the Board, CEO, CFO, COO, Sales, Technology, and employees throughout the organization
Committee Leadership
- ANA Business Marketing National Chair: Linda Brunner, Global Head of Digital Customer Experience, Siemens Healthineers
- ANA Customer Experience Chair/Lead: Rob Markey, Partner, Bain
- ANA Customer Experience Co-Chair: April Crichlow, Global Vice President and Head of Marketing, Success Factors, SAP
The ANA staff member managing the Customer Experience Committee is Bill Zengel.
Discussion Topics
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How does your company currently define “customer experience”?
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How do you measure the value of your customers?
- How does your organization use customer value to guide decision-making?
- How do you partner better with colleagues in the C-suite, on the board, in finance, in IT, in operations, and in sales to advance and improve customer experience?
- What strategies, processes, tools, training, and techniques do you find most effective? Which ones would you like to learn to use better?
Leadership Initiatives
Create a shared framework, vocabulary, and shared standard(s) for measuring and managing customer experience and customer value. Develop best practices for establishing goals, metrics, and improvement processes.
What is my commitment to this group?
The group will convene three times virtually in 2021, and (hopefully) one time in person. We ask you to participate in at least two of the four meetings, with one of the two being in person, potentially centered around ANA trademark Global Industry Conference (GIC).
Generally, meetings will purposely be kept to less than two hours, and we ask that you “be present” when you participate. Chairs, on a rolling basis, will make themselves available for two additional prep calls between the group meetings.
The Chairs, the ANA Leadership Staff, and the ANA Business Marketing Growth Council will identify topics to be pursued throughout the year. They will organize meeting agendas and speakers to guide interactive, thought-provoking discussion. The topics will align with at least one of the four ANA Growth Agenda priorities.
The group will start the year by developing a maturity assessment survey to help each Member determine how they compare to others and to “best practice.” Custom content will be developed that addresses the gaps and opportunities most often encountered by members. Together we will explore strategies, tactics, processes, tools, techniques, and tips that participants can leverage whether to gain, share, or close a gap.
In order to participate with this group, even for just one meeting or session, you will be asked to complete a short survey so that the group can orient around your unique understandings and business needs.
"The purpose of a business is to create customers and keep customers."
-- Peter Drucker
"Measure what matters."
-- John Doerr
name | title | company |
---|---|---|
April Crichlow (Co-chairperson) | Vice President of Global Customer Marketing & Head Global Diversity and Inclusion | SAP Global |
Rob Markey (Co-chairperson) | Partner | Bain & Company |
Jared Bengtson | NA Marketing Leader | IBM Corporation |
Susan Bernstein | Customer Experience Manager | Michelin North America, Inc. |
Kelsey Bucsko | Senior Marketing Manager, Campaigns & Content | Sephora USA, Inc |
Simon Calvert | Chief Strategy Officer, U.K. | gyro |
Yasmina Chalhoub | Strategy and Marketing Innovation Manager | Signet Jewelers |
Rosalie Collado | Account Management Director | KPMG LLP |
Jasmine Dadlani | McKinney | |
Nick Hague | Head of Growth | B2B International |
Tech Hartness | AE | Quad |
Monica Lorusso | SVP, Strategy | Allen & Gerritsen, Inc. |
Alan Macdonald | Alan Macdonald | |
Andy McDaniel | Director of Client Experience | Crowe LLP |
David Morgan | Coordinator | ANA |
Christy Nagle | Chief Marketing Officer | CleanChoice Energy |
Jenny Nicholson | McKinney | |
Michelle Nielson | Marketing Consultant | Securian Financial Group, Inc. |
Wendy Reeves | Sr. Marketing Specialist | SAS |
Justin Reinke | VICE PRESIDENT MARKETING | TruGreen |
Christian Richardson | Senior Marketing Manager, Web, Digital | Insight |
David Rico | Pay Per Click & Lead Generation specialist | IFCJ |
Julio Rodriguez | Associate Director | Bristol-Myers Squibb Company |
Chelsea Sharkey | American Water Resources, LLC | |
Chandra Stevens | Director, Global Marketing Solutions | Microsoft Corporation |
Rachel Williams | Global Franchise Engagement Lead | Johnson & Johnson Vision Care |
Ryan Wories | Director of Marketing | FutureCeuticals |
Bill Zengel | Senior Vice President, Business Marketing | ANA |
-
Name
April Crichlow (Co-chairperson)Title
Vice President of Global Customer Marketing & Head Global Diversity and InclusionCOMPANY
SAP Global -
Name
Rob Markey (Co-chairperson)Title
PartnerCOMPANY
Bain & Company -
Name
Jared BengtsonTitle
NA Marketing LeaderCOMPANY
IBM Corporation -
Name
Susan BernsteinTitle
Customer Experience ManagerCOMPANY
Michelin North America, Inc. -
Name
Kelsey BucskoTitle
Senior Marketing Manager, Campaigns & ContentCOMPANY
Sephora USA, Inc -
Name
Simon CalvertTitle
Chief Strategy Officer, U.K.COMPANY
gyro -
Name
Yasmina ChalhoubTitle
Strategy and Marketing Innovation ManagerCOMPANY
Signet Jewelers -
Name
Rosalie ColladoTitle
Account Management DirectorCOMPANY
KPMG LLP -
Name
Jasmine DadlaniTitle
COMPANY
McKinney -
Name
Nick HagueTitle
Head of GrowthCOMPANY
B2B International -
Name
Tech HartnessTitle
AECOMPANY
Quad -
Name
Monica LorussoTitle
SVP, StrategyCOMPANY
Allen & Gerritsen, Inc. -
Name
Alan MacdonaldTitle
COMPANY
Alan Macdonald -
Name
Andy McDanielTitle
Director of Client ExperienceCOMPANY
Crowe LLP -
Name
David MorganTitle
CoordinatorCOMPANY
ANA -
Name
Christy NagleTitle
Chief Marketing OfficerCOMPANY
CleanChoice Energy -
Name
Jenny NicholsonTitle
COMPANY
McKinney -
Name
Michelle NielsonTitle
Marketing ConsultantCOMPANY
Securian Financial Group, Inc. -
Name
Wendy ReevesTitle
Sr. Marketing SpecialistCOMPANY
SAS -
Name
Justin ReinkeTitle
VICE PRESIDENT MARKETINGCOMPANY
TruGreen -
Name
Christian RichardsonTitle
Senior Marketing Manager, Web, DigitalCOMPANY
Insight -
Name
David RicoTitle
Pay Per Click & Lead Generation specialistCOMPANY
IFCJ -
Name
Julio RodriguezTitle
Associate DirectorCOMPANY
Bristol-Myers Squibb Company -
Name
Chelsea SharkeyTitle
COMPANY
American Water Resources, LLC -
Name
Chandra StevensTitle
Director, Global Marketing SolutionsCOMPANY
Microsoft Corporation -
Name
Rachel WilliamsTitle
Global Franchise Engagement LeadCOMPANY
Johnson & Johnson Vision Care -
Name
Ryan WoriesTitle
Director of MarketingCOMPANY
FutureCeuticals -
Name
Bill ZengelTitle
Senior Vice President, Business MarketingCOMPANY
ANA