Gen Y&Z Expectations to Transform Customer Exp
Today’s customer is complex, but tomorrow’s will be even more difficult to understand, communicate with, support and please. Tomorrow’s customer will be used to an always-available ecosystem of online, mobile, and social media feedback channels, and will expect and demand fast responses. They will have a seeming “A.D.D.” mentality and businesses need to be ready. Listening to customer will change; surveys will become a hidden dialogue, communication channels will change and what customers expect from a company will change dramatically. Adam Edmunds and Al Nevarez will share best practices from leading edge companies today, and those who will pioneer this important area tomorrow. This session is sponsored by Allegiance.
Adam Edmunds directs the company's strategic vision to help customers use feedback data to predict trends in customer/employee satisfaction and to take action that will positively impact the bottom line. Adam has led Allegiance to become the 5th fastest-growing private software company in the U.S. according to Inc. Magazine, and a Software Magazine Top 10. Edmunds entrepreneurial path got an early start when he founded two companies while still in college. In 2009, he sold one of those companies, ethics reporting software company SilentWhistle, to industry leader Global Compliance. He also purchased feedback software company Inquisite in 2009. Edmunds has received recognition for entrepreneurship, including Utah Business Magazine's 40 Under 40, Connect Magazine's "Entrepreneurs to Watch", Brigham Young University's (BYU) Entrepreneur of the Year, and 2010 Ernst & Young Entrepreneur of the Year finalist. He holds a master's in accounting degree from BYU.
Al Nevarez is Allegiance's VP of product Management has spent the last 6 year designing and deploying Voice of Customer platforms. His human friendly product designs integrate data visualization, statistics, data mining, text mining, and social media to help companies achieve high customer & employee satisfaction and loyalty. Nevarez has lead product management for VOC solutions in place at some of the most admired and successful companies in the world, including Apple, Nike, Fidelity, Sephora, Gold's Gym, HP, Cummins, Jetblue, EMC, SAP, and Cloudera. Key metrics have included NPS, Csat, or composite scores which were important to each client. In all cases, the insights gained from the VOC program have lead to either product improvements, process improvements, merchandizing decisions, or investment decisions at various levels of the respective organization. Always innovating, always creating, he enjoys balancing business, users, and technology to create breakthrough products.
His hobbies include writing mashup web and mobile applications, mountain biking, and photography.