How do Hyatt, Comcast and other leading companies deliver a consistent, meaningful and relevant experience for their customers?
Today’s customers have higher expectations than ever, especially when it comes to customer service. They expect courteous, quick and relevant responses. Every interaction has the potential to further build trust and loyalty with your customers, or erode it. Companies must deliver exceptional experiences consistently to retain their customers. But how?
Hear Frank Eliason, noted author of @YourService and currently Head of US Digital & Customer Experience at Zeno Group, discuss his experience as a pioneer in social media and customer experience with Citibank and Comcast. Frank is a seasoned veteran in the Customer Experience space - BusinessWeek once referred to Frank as "the most famous customer service manager in the US, possibly the world."
Also hear from Dan Moriarty, Director of Digital Strategy & Activation at Hyatt Hotels. In this role, Dan oversees all of Hyatt’s efforts in the social space - from bringing their brands to life on social platforms to making sure the business is using social media to create an amazing social experience in their hotels. Dan is always focused on how these activities will impact the customer’s overall experience with the Hyatt brand. He is also the co-host of Social Media Today’s Focus on Customer Service podcast.
Don’t miss your opportunity to meet and network with other CX leaders at this exclusive thought leadership event!
Learn about innovative ways to improve and grow your customer service and support organizations
Network and mingle with leaders in the customer experience space from other leading companies
Hear practical, actionable advice and tips from the front lines of customer experience
Customer experience professionals who lead or manage customer service, success or experience teams will enjoy networking and sharing knowledge with peers in the CX space.
Hear about strategies for managing the customer experience in an increasingly challenging business environment
Learn how to scale your customer service organization as your business grows and changes
Gain tips for delivering immediate, relevant and personal responses to customers
Frank recently joined Zeno Group, an Edelman PR firm, as EVP, head of US Digital & Customer Experience. He is also the author of @YourService published by Wiley. Prior to joining Zeno, Frank worked for Citibank with global roles in Customer Experience and Social Media. He was recognized in 2011 and 2012 as one of the most innovative people in banking by Bank Technology News. Frank also spent a number of years at Comcast where he gained notoriety serving customers. In fact, Business Week referred to him as “the most famous customer service manager in the US, possibly the world.” Frank also served on the board of directors for the Council of Better Business Bureaus and the Society of Consumer Affairs Professionals.
Dan is currently Director of Social for Hyatt hotels, a role he’s held for over three years now. In this role, he oversees all of Hyatt’s efforts in the social space – from bringing their brands to life on social platforms, to making sure the business is using social to create amazing social experiences in their hotels, and to thinking through how to manage a social ecosystem that covers over 600 hotels and 95,000 colleagues, in countries all over the world. He is also the co-host host of Social Media Today's Focus On Customer Service podcast.
Dan started his career in digital marketing back in London, working for MEC on clients such as Monster, Nintendo, Sony, Bank of America and Orange, before moving to the US to work for Omnicom on the Hewlett Packard account. He initially joined Hyatt to oversee international digital media, before moving into his current role focused on social.
Alan Berkson is the Director of Community Outreach for Freshdesk. He has deep experience in technology and customer service, and was recently named one of the top 100 Most Social Customer Service Pros on Twitter by The Huffington Post. Alan had been doing business in Westchester county for many years and is very active in the Business Council of Westchester where he serves as an Ambassador on the Youth Council, and on the organizing committee for the Westchester Business Expo.
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