The Cincinnati Chapter of the American Marketing Association (AMA Cincinnati) presents our inaugural Ignite! Regional Conference this year, concentrating on the heart of the marketing matter: Customer Experience.
From insights and influence to innovation and advocacy, all marketing roads lead back to the Customer Journey. In pursuit of DIFFERENTIATION and DELIGHT, we employ our best listening and communications skills, make promises that matter and deliver on them, infuse our organizations with the Voice of the Customer (VOC), operationalize the optimal experience, be who they want us to be and yet represent exactly, authentically who we are. NO BIG DEAL, right? It’s a tall order – all consuming and ever evolving – with obstacles and opportunities at every turn.
Join us on Friday, September 22 as we take a walk in the customers’ shoes. What do they need and want? Where and how do they buy? What do they expect from product and services providers? How are we different from the other guy? What makes us special, easy to do business with… valuable? Where does nurturing turn into a sale and vice versa? What are the tools we can use to communicate with, understand, and convert our customers? How deeply into the experience does the digital world dig? (Hint – we think it’s all the way!)
With several iconic Keynote Speakers, deep-dive track sessions and workshops, peer networking, and a dynamic, interactive Experience Lounge, you will walk away inspired, empowered, equipped and ready to make an immediate impact on YOUR Customers’ Experience.
Announcing Ignite 2017 Keynote Speakers:
Jen Rodstrom, CCXP Customer Experience Transformist, Temkin Group, Presenting The Six Laws of Customer Experience:
Jen has extensive experience as a customer experience practitioner and a market research professional. Her areas of expertise include customer insight, voice of the customer, text analytics, and all facets of market research involving customer satisfaction, new product design, and benchmarking studies.
Prior to joining Temkin Group, Jen was a key contributor to the development and implementation of customer experience programs at Constant Contact. Here, she brought a higher level of analytic depth and understanding to the company’s voice of the customer insights, which increased the credibility, reach, and effectiveness of its customer experience initiatives. Past projects include establishing the first text analytics function, completely redesigning the customer satisfaction survey, and launching a comprehensive partner insights program for indirect sales channels. In an earlier role at Bose Corporation, Jen designed and managed an extensive voice of the customer research program that was used across all of Bose’s North American sales channels, including retail, call center, online, and customer service.
Jen holds a master’s degree from Boston University’s College of Communication, where she concentrated in applied communication research. She received her bachelor’s degree in international relations and Spanish from the University of Delaware.
Thomas A. Stewart, Executive Director, National Center for the Middle Market and Co-Author, Woo, Wow and Win: Service Design, Strategy and the Art of Customer Delight
Thomas A. Stewart is the Executive Director of the National Center for the Middle Market, the leading source for knowledge, leadership and research on midsized companies, based at the Fisher College of Business at The Ohio State University. Stewart is an influential thought leader on global management issues and ideas: an internationally recognized editor and publisher, authority on intellectual capital and knowledge management, and a best-selling author.
Before joining the National Center for the Middle Market, Stewart served as Chief Marketing and Knowledge Officer for international consulting firm Booz & Company (now called Strategy&), overseeing the firm’s intellectual agenda, major research projects, and strategy + business magazine. Prior to that, he was for six years the Editor and Managing Director of Harvard Business Review, leading it to multiple finalist nominations for a National Magazine Award. He earlier services as the editorial director of Business 2.0 magazine and as a member of the Board of Editors of Fortune magazine.
His new book, Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight (co-authored with Patricia O’Connell), was published by Harper Business in November 2016. He is also the author ofIntellectual Capital: The New Wealth of Organizations and The Wealth of Knowledge: Intellectual Capital and the Twenty-first Century Organization, published by Doubleday Currency in 1998 and 2003, respectively. He has contributed chapters to four other books and published articles in Harvard Business Review, strategy + business, Fortune, Business 2.0. the Financial Times, The Hill, Industry Week, Ad Age, BNET, and elsewhere. A twelve-time participant in the World Economic Forum, he has delivered lectures and seminars across the U.S. and in more than two dozen countries worldwide.
Stewart is a summa cum laude graduate of Harvard College and holds an honorary Doctor of Science degree from Cass Business School, City University London.
Patricia O’Connell, President, Aerten Consulting and Co-Author, Woo, Wow and Win: Service Design, Strategy and the Art of Customer Delight
Patricia is currently president of Aerten Consulting, collaborating with companies to devise content strategies, develop thought leadership, and deliver new products and services for consumers of content. A 12-year veteran of BloombergBusinessweek.com, where she served as news editor and subsequently as the management editor, O’Connell has long worked with some of the world’s greatest thought leaders, including John Byrne, Marshall Goldsmith, John Kotter, Ben Heineman, Dov Seidman, and others. She is a talented, award-winning writer, and also a passionate and engaging speaker.
Her new book, Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight (co-authored with Tom Stewart), was published by Harper Business in November 2016. Additionally, with author Neil Smith of the New York Times best-seller, “How Excellent Companies Avoid Dumb Things: Breaking the Eight Hidden Barriers that Plague Even the Best Businesses,” O’Connell passionately pursues excellence in consumer services – and helps companies do the same. This, along with her conviction that service design is the path to “the better way,” were the impetus for the development of The Five Principles of Service Design and The 10 Essential Elements of Service Design and Deliver – two of the unique contributions of “Woo, Wow and Win” to the nascent business discipline of service design and innovation.
A graduate of Boston College, O’Connell has worked with such organizations as the Project Management Institute, the Association of Management Consulting Firms, Strategy&, Boston Consulting Group, Hay Group (now part of Korn Kerry), Stephens Inc., Savannah College of Art and Design and T. Rowe Price.
Register today to secure your spot to hear our iconic Keynote Speakers, participate in deep-dive track sessions and workshops, and more.
Early Bird Rates (15-20% off) available until August 1st Student Rates available by contacting Kathy Walters.