Customer Experience Committee
Purpose of this group
-
Transforming brand stewards into leaders and champions for sustainable, profitable growth across the entire organization
-
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 and David Morgan.
Discussion Topics
-
How does your company currently define “customer experience”?
-
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
Enter the 2022 ANA B2 Awards: For nearly half a century, the ANA B2 Top Award Categories have been and are the pinnacle of Business Marketing - attracting the 'best of the best' globally, nationally, and locally. This year, there are over 40 categories that have evolved to reflect the growing role of B2B marketing and the rapid changes in our industry. The B2 Awards are thoughtfully crafted to reflect today’s wide-ranging forms of B2B marketing practices — from traditional tactics used in innovative ways to rapidly changing technologies. The award categories are inclusive and recognize excellence in solutions and campaigns of all sizes, budgets, and scopes. The 2022 ANA B2 Award program is accepting entries until March 4, 2022.
Visit www.b2awards.com for more info.
Name | Title | Company |
---|---|---|
April Crichlow (Co-chairperson) | Global VP and Head of Marketing, SAP SuccessFactors | SAP Global |
Rob Markey (Co-chairperson) | Partner | Bain & Company |
Katie Ackels | VP Marketing | Fitness Connection |
Amy Alexander | Global Vice President of Growth | MOI Global |
Jared Bengtson | NA Marketing Leader | IBM Corporation |
Susan Bernstein | Customer Experience Manager | Michelin North America, Inc. |
Valentina Bianchi | SEMEA Growth Market-Channel Marketing | SAS Institute Inc. |
Muhammad Fauzan Bin Mohd Din | Mr | SAP Global |
Janice Blakeney | Customer Experience Manager | Integrated Supply Network (ISN) |
Andrea Bledsoe | Digital Marketing Communications Leader | Corteva |
Kelsey Bucsko | Senior Marketing Manager, Campaigns & Content | Sephora USA, Inc |
Kathleen Burns | Sr. UI/UX Designer | Elkay Manufacturing Company |
Simon Calvert | Chief Strategy Officer, U.K. | gyro |
Jill Carter | Head of Consumer Experience | Cooper Tire & Rubber Company |
Natalie Cervantes | Project Manager | American Water Resources, LLC |
Yasmina Chalhoub | Strategy and Marketing Innovation Manager | Signet Jewelers |
Hamish Cheng | Coordinator, Business Marketing | ANA |
Shannon Chisholm | Director, Marketing | DTCC |
Kristin Coco | Digital Marketing Campaign Manager | Trustmark National Bank |
Ebone Cole | Double Good | |
Rosalie Collado | Account Management Director | KPMG LLP |
Janice Crisostomo | Marketing Manager | The Terminix International Co. |
Catherine Curry | VP/Development Marketing and Guest Experience | Marco's |
Jasmine Dadlani | McKinney | |
Yana Duman | VP, Brand Strategy | CertaPro Painters |
Megan Ferris | Sr. Marketing Manager | Upwork |
Teresa Gaffney | Senior Director of Marketing | Children International |
Brandon Gerena | Partner | IBM Corporation |
Jessica Ginburg | Project Lead, CRM Strategy | Chick-fil-A, Inc. |
Cristina Graziano | Taylor Corporation | |
Kelly Guo | Sr Marketing Specialist | Newell Brands Inc. |
Jay Gyuricza | General Manager | Wunderman Thompson |
Nick Hague | Head of Growth | B2B International |
Kevin Harding | VP of Customer Experience | BNO Inc. |
Tech Hartness | Business Development Executive | Quad |
Claire Henry | Internal Communications Program Manager | El Camino Health |
Antoinette Holford | Associate Marketing Specialist | AAA Northeast |
Shawnda Hollon | DAV | |
Lee Hsieh | Global CRM and Digital Experience Acceleration Lead | Johnson & Johnson |
Duane John | Digital and Data Solutions | Labcorp |
Francesca Jones | ICF | |
Kay Kerman | Customer Content Strategy | Children's Health |
Stacy Kouba | Director, Customer Experience Management | Henry Schein, Inc. |
Sue Krizman | Creative Strategy Leader | Creative Director | Creative Director |
Alyssa Lacoff | Senior Events Manager | Yahoo! Inc. |
Holly Lancaster | CX Consultant | EMC Insurance Companies |
Brandi Larkin | BraunAbility | |
Emily Liang | Product Marketing Manager | Yahoo! Inc. |
Monica Lorusso | SVP, Strategy | Allen & Gerritsen, Inc. |
Joyce Luh | Associate Director, Marketing Technology | The Clorox Company |
Alan Macdonald | COO | Diamond Marketing Group |
Calli Makridis-Beck | Customer Experience Program Manager | ESL Federal Credit Union |
Barbara Maldonado | Client Services Manager | Caterpillar, Inc. |
Whitney Massey | Communications Strategy and Support Manager | Alabama Power Co. |
Chau Mccullough | Director, Web Marketing & Design | Lenovo United States Inc. |
Andy McDaniel | Director of Client Experience | Crowe LLP |
Briana McElroy | ||
Robert McLeod | Director, Customer Experience | Zebra Technologies Corporation |
Duke Merickel | Business Development Manager | Taylor Corporation |
George Meyer | Sr. Director, Member Relations | ANA |
David Morgan | Associate Manager, Business Marketing Practice | ANA |
Kylie Moskevich | Research Professional | Westfield Insurance |
Carrie Murphy | Bright Horizons | |
Christy Nagle | Chief Marketing Officer | CleanChoice Energy |
Kelly Nichols | Market Insights & Experience | Guardian Life |
Jenny Nicholson | McKinney | |
Michelle Nielson | Marketing Consultant | Securian Financial Group, Inc. |
Michelle Ober | Associate Director, Growth | Sullivan |
Tracey Pavlishin | Global Head, Alumni Engagement | Kearney |
Kelly Percer | Humana Inc. | |
Jill Perlberg | Vice President Pre-Client Journey Experience, VP Client Marketing | Northwestern Mutual |
Shannon Pogodzinski | Senior Global Marketing Communications Manager | GE Healthcare |
Jaime Polisoto | Brand Director | FIFCO USA |
Matt Quirk | WW Market Strategy & Development Manager | Hewlett Packard Enterprise |
Anand Rao | Senior Vice President of Marketing | AutoNation, Inc. |
Hillary Read | VP of Marketing | Within |
Andy Rebhun | Chief Marketing Officer | El Pollo Loco, Inc. |
Wendy Reeves | Sr. Marketing Specialist | SAS |
Justin Reinke | Vice President Marketing | TruGreen |
Kelly Reitnour | Field Marketing Manager | Key Corp. |
Melissa Richards-Person | SVP, Chief Marketing Officer | Trilogy Healthcare Services, LLC |
Christian Richardson | Senior Marketing Manager, Web, Digital | Insight |
Julio Rodriguez | Associate Director | Bristol-Myers Squibb Company |
Maria Salesi | Retention Manager | American Water |
Claudia Sciarretta | Analytics Director | American Express |
Chelsea Sharkey | Director, Marketing Data and Analytics | American Water Resources, LLC |
Aminuddin Shroff | Category Sourcing Manager | Verizon |
Vickie Sims | Senior Marketing Manager | Trane Commercial HVAC |
Vicky Sparks | Senior Manager, Media Procurement and Circulation Strategy | W.W. Grainger, Inc. |
Chandra Stevens | Director, Global Marketing Solutions | Microsoft Corporation |
Kelia Stueber | Digital Marketing Strategist | Vanguard Group, Inc. |
Kim Stueve | Manager, Systems and Marketing Information | The Bank of Missouri |
Ashlee Tatum-Eckle | VP Growth Marketing | Edmentum, Inc. |
Rebecca Tyrrell | Vice President, Head of Digital | Sallie Mae |
Mark Van Heijningen | Autodesk, Inc. | |
Samuele Visentini | Group Manager, Digital Experimentation & Growth | General Mills, Inc. |
Kristin Vitek | Director of Marketing | Prinova USA |
Courtney Wakefield | Director, Digital Strategy | Children's Health |
Ze Wang | Associate Professor | University of Central Florida (F&S) |
Kirsty Wertz | VP | Synchrony Financial |
Rachel Williams | Global Franchise Engagement Lead | Johnson & Johnson Vision Care |
Leah Woodington | Assistant Brand Manager | Outback Steakhouse, Inc. |
Ryan Wories | Director of Marketing | FutureCeuticals |
Beth Yates | Senior Director, Strategic Brand Management | BD Becton Dickinson and Company |
Bill Zengel | Senior Vice President, Business Marketing | ANA |
-
Name
April Crichlow (Co-chairperson)Title
Global VP and Head of Marketing, SAP SuccessFactorsCOMPANY
SAP Global -
Name
Rob Markey (Co-chairperson)Title
PartnerCOMPANY
Bain & Company -
Name
Katie AckelsTitle
VP MarketingCOMPANY
Fitness Connection -
Name
Amy AlexanderTitle
Global Vice President of GrowthCOMPANY
MOI Global -
Name
Jared BengtsonTitle
NA Marketing LeaderCOMPANY
IBM Corporation -
Name
Susan BernsteinTitle
Customer Experience ManagerCOMPANY
Michelin North America, Inc. -
Name
Valentina BianchiTitle
SEMEA Growth Market-Channel MarketingCOMPANY
SAS Institute Inc. -
Name
Muhammad Fauzan Bin Mohd DinTitle
MrCOMPANY
SAP Global -
Name
Janice BlakeneyTitle
Customer Experience ManagerCOMPANY
Integrated Supply Network (ISN) -
Name
Andrea BledsoeTitle
Digital Marketing Communications LeaderCOMPANY
Corteva -
Name
Kelsey BucskoTitle
Senior Marketing Manager, Campaigns & ContentCOMPANY
Sephora USA, Inc -
Name
Kathleen BurnsTitle
Sr. UI/UX DesignerCOMPANY
Elkay Manufacturing Company -
Name
Simon CalvertTitle
Chief Strategy Officer, U.K.COMPANY
gyro -
Name
Jill CarterTitle
Head of Consumer ExperienceCOMPANY
Cooper Tire & Rubber Company -
Name
Natalie CervantesTitle
Project ManagerCOMPANY
American Water Resources, LLC -
Name
Yasmina ChalhoubTitle
Strategy and Marketing Innovation ManagerCOMPANY
Signet Jewelers -
Name
Hamish ChengTitle
Coordinator, Business MarketingCOMPANY
ANA -
Name
Shannon ChisholmTitle
Director, MarketingCOMPANY
DTCC -
Name
Kristin CocoTitle
Digital Marketing Campaign ManagerCOMPANY
Trustmark National Bank -
Name
Ebone ColeTitle
COMPANY
Double Good -
Name
Rosalie ColladoTitle
Account Management DirectorCOMPANY
KPMG LLP -
Name
Janice CrisostomoTitle
Marketing ManagerCOMPANY
The Terminix International Co. -
Name
Catherine CurryTitle
VP/Development Marketing and Guest ExperienceCOMPANY
Marco's -
Name
Jasmine DadlaniTitle
COMPANY
McKinney -
Name
Yana DumanTitle
VP, Brand StrategyCOMPANY
CertaPro Painters -
Name
Megan FerrisTitle
Sr. Marketing ManagerCOMPANY
Upwork -
Name
Teresa GaffneyTitle
Senior Director of MarketingCOMPANY
Children International -
Name
Brandon GerenaTitle
PartnerCOMPANY
IBM Corporation -
Name
Jessica GinburgTitle
Project Lead, CRM StrategyCOMPANY
Chick-fil-A, Inc. -
Name
Cristina GrazianoTitle
COMPANY
Taylor Corporation -
Name
Kelly GuoTitle
Sr Marketing SpecialistCOMPANY
Newell Brands Inc. -
Name
Jay GyuriczaTitle
General ManagerCOMPANY
Wunderman Thompson -
Name
Nick HagueTitle
Head of GrowthCOMPANY
B2B International -
Name
Kevin HardingTitle
VP of Customer ExperienceCOMPANY
BNO Inc. -
Name
Tech HartnessTitle
Business Development ExecutiveCOMPANY
Quad -
Name
Claire HenryTitle
Internal Communications Program ManagerCOMPANY
El Camino Health -
Name
Antoinette HolfordTitle
Associate Marketing SpecialistCOMPANY
AAA Northeast -
Name
Shawnda HollonTitle
COMPANY
DAV -
Name
Lee HsiehTitle
Global CRM and Digital Experience Acceleration LeadCOMPANY
Johnson & Johnson -
Name
Duane JohnTitle
Digital and Data SolutionsCOMPANY
Labcorp -
Name
Francesca JonesTitle
COMPANY
ICF -
Name
Kay KermanTitle
Customer Content StrategyCOMPANY
Children's Health -
Name
Stacy KoubaTitle
Director, Customer Experience ManagementCOMPANY
Henry Schein, Inc. -
Name
Sue KrizmanTitle
Creative Strategy Leader | Creative DirectorCOMPANY
Creative Director -
Name
Alyssa LacoffTitle
Senior Events ManagerCOMPANY
Yahoo! Inc. -
Name
Holly LancasterTitle
CX ConsultantCOMPANY
EMC Insurance Companies -
Name
Brandi LarkinTitle
COMPANY
BraunAbility -
Name
Emily LiangTitle
Product Marketing ManagerCOMPANY
Yahoo! Inc. -
Name
Monica LorussoTitle
SVP, StrategyCOMPANY
Allen & Gerritsen, Inc. -
Name
Joyce LuhTitle
Associate Director, Marketing TechnologyCOMPANY
The Clorox Company -
Name
Alan MacdonaldTitle
COOCOMPANY
Diamond Marketing Group -
Name
Calli Makridis-BeckTitle
Customer Experience Program ManagerCOMPANY
ESL Federal Credit Union -
Name
Barbara MaldonadoTitle
Client Services ManagerCOMPANY
Caterpillar, Inc. -
Name
Whitney MasseyTitle
Communications Strategy and Support ManagerCOMPANY
Alabama Power Co. -
Name
Chau McculloughTitle
Director, Web Marketing & DesignCOMPANY
Lenovo United States Inc. -
Name
Andy McDanielTitle
Director of Client ExperienceCOMPANY
Crowe LLP -
Name
Briana McElroyTitle
COMPANY
Twitter -
Name
Robert McLeodTitle
Director, Customer ExperienceCOMPANY
Zebra Technologies Corporation -
Name
Duke MerickelTitle
Business Development ManagerCOMPANY
Taylor Corporation -
Name
George MeyerTitle
Sr. Director, Member RelationsCOMPANY
ANA -
Name
David MorganTitle
Associate Manager, Business Marketing PracticeCOMPANY
ANA -
Name
Kylie MoskevichTitle
Research ProfessionalCOMPANY
Westfield Insurance -
Name
Carrie MurphyTitle
COMPANY
Bright Horizons -
Name
Christy NagleTitle
Chief Marketing OfficerCOMPANY
CleanChoice Energy -
Name
Kelly NicholsTitle
Market Insights & ExperienceCOMPANY
Guardian Life -
Name
Jenny NicholsonTitle
COMPANY
McKinney -
Name
Michelle NielsonTitle
Marketing ConsultantCOMPANY
Securian Financial Group, Inc. -
Name
Michelle OberTitle
Associate Director, GrowthCOMPANY
Sullivan -
Name
Tracey PavlishinTitle
Global Head, Alumni EngagementCOMPANY
Kearney -
Name
Kelly PercerTitle
COMPANY
Humana Inc. -
Name
Jill PerlbergTitle
Vice President Pre-Client Journey Experience, VP Client MarketingCOMPANY
Northwestern Mutual -
Name
Shannon PogodzinskiTitle
Senior Global Marketing Communications ManagerCOMPANY
GE Healthcare -
Name
Jaime PolisotoTitle
Brand DirectorCOMPANY
FIFCO USA -
Name
Matt QuirkTitle
WW Market Strategy & Development ManagerCOMPANY
Hewlett Packard Enterprise -
Name
Anand RaoTitle
Senior Vice President of MarketingCOMPANY
AutoNation, Inc. -
Name
Hillary ReadTitle
VP of MarketingCOMPANY
Within -
Name
Andy RebhunTitle
Chief Marketing OfficerCOMPANY
El Pollo Loco, Inc. -
Name
Wendy ReevesTitle
Sr. Marketing SpecialistCOMPANY
SAS -
Name
Justin ReinkeTitle
Vice President MarketingCOMPANY
TruGreen -
Name
Kelly ReitnourTitle
Field Marketing ManagerCOMPANY
Key Corp. -
Name
Melissa Richards-PersonTitle
SVP, Chief Marketing OfficerCOMPANY
Trilogy Healthcare Services, LLC -
Name
Christian RichardsonTitle
Senior Marketing Manager, Web, DigitalCOMPANY
Insight -
Name
Julio RodriguezTitle
Associate DirectorCOMPANY
Bristol-Myers Squibb Company -
Name
Maria SalesiTitle
Retention ManagerCOMPANY
American Water -
Name
Claudia SciarrettaTitle
Analytics DirectorCOMPANY
American Express -
Name
Chelsea SharkeyTitle
Director, Marketing Data and AnalyticsCOMPANY
American Water Resources, LLC -
Name
Aminuddin ShroffTitle
Category Sourcing ManagerCOMPANY
Verizon -
Name
Vickie SimsTitle
Senior Marketing ManagerCOMPANY
Trane Commercial HVAC -
Name
Vicky SparksTitle
Senior Manager, Media Procurement and Circulation StrategyCOMPANY
W.W. Grainger, Inc. -
Name
Chandra StevensTitle
Director, Global Marketing SolutionsCOMPANY
Microsoft Corporation -
Name
Kelia StueberTitle
Digital Marketing StrategistCOMPANY
Vanguard Group, Inc. -
Name
Kim StueveTitle
Manager, Systems and Marketing InformationCOMPANY
The Bank of Missouri -
Name
Ashlee Tatum-EckleTitle
VP Growth MarketingCOMPANY
Edmentum, Inc. -
Name
Rebecca TyrrellTitle
Vice President, Head of DigitalCOMPANY
Sallie Mae -
Name
Mark Van HeijningenTitle
COMPANY
Autodesk, Inc. -
Name
Samuele VisentiniTitle
Group Manager, Digital Experimentation & GrowthCOMPANY
General Mills, Inc. -
Name
Kristin VitekTitle
Director of MarketingCOMPANY
Prinova USA -
Name
Courtney WakefieldTitle
Director, Digital StrategyCOMPANY
Children's Health -
Name
Ze WangTitle
Associate ProfessorCOMPANY
University of Central Florida (F&S) -
Name
Kirsty WertzTitle
VPCOMPANY
Synchrony Financial -
Name
Rachel WilliamsTitle
Global Franchise Engagement LeadCOMPANY
Johnson & Johnson Vision Care -
Name
Leah WoodingtonTitle
Assistant Brand ManagerCOMPANY
Outback Steakhouse, Inc. -
Name
Ryan WoriesTitle
Director of MarketingCOMPANY
FutureCeuticals -
Name
Beth YatesTitle
Senior Director, Strategic Brand ManagementCOMPANY
BD Becton Dickinson and Company -
Name
Bill ZengelTitle
Senior Vice President, Business MarketingCOMPANY
ANA