Breakfast Roundtable: 5 Key Ingredients to Building a Great Customer Experience
Customer experience is the new marketing. There’s no doubt about it! So what is it? Quite simply, customer experience is the cumulative impact of multiple touch points a company uses to interact with customers, and potential customers, over time -- the deep, engaging relationships savvy marketers are working to build and strengthen in order to increase revenue and build customer loyalty. Yet despite their best intentions, many marketers struggle to bridge the gap between customer expectations and the experiences they are able or willing to deliver. Join Angela Brohman from Silverpop, an IBM partner, and Donna Montgomery from DMX Engage as they share the top 5 ingredients your customer journey must have in order to yield a winning customer experience, as well as some key tools and tactics you can begin to leverage immediately, including:
- Key components of a winning customer journey
- Strategies and resources for building a customer journey map
- Real-world examples of engaging customer experiences
This will be an interactive session, so be prepared to join in the discussion and to share examples of how you shape your buyers' customer experiences, in order to walk away with strategies to enhance them.
About the roundtables:
The BMA roundtables provide an opportunity for you to meet with your peers and learn in a casual, relaxed environment different from typical roundtable events. Each roundtable kicks off at 7:30 am with breakfast and networking. The speaker presentation begins at 8:00 am sharp. During the presentation, questions and interaction with the presenter are highly encouraged.
US Channel Sales Director - Silverpop, an IBM Company
Angela is Director of North American Channels for Silverpop. Over her nearly 20 years in the digital marketing and direct marketing space, she helped build direct and digital marketing strategy and technology for brands including H&R Block, Panasonic, Sharp, Education First and many agencies worldwide. For the past 5 years, she has been working to expand Silverpop’s behavioral marketing automation suite around the globe. When not working, Angela is trying to keep up with her four-year old daughter and all things pre-school. She can sing all the songs from Frozen.
Assistant Vice President, Client Services - DMX Engage
Donna is what you get when you transplant a Hoosier living in the Big Apple to the Mile High City – a savvy marketing pro with a professional network that stretches from LA to London and everywhere in between. With nearly 20 years of experience in digital marketing, public and media relations, celebrity and consumer marketing, retail marketing and event planning, and consumer insight and strategy work, she has driven programs for brands including Donna Karan International, Crocs, The KONG Company, Grand Teton Lodge Company (Vail Resorts), The Red Dress Project, Sam’s Club, SEE Eyewear, Procter & Gamble, Aventis and Exclusive Resorts. As AVP of Client Services at DMX Engage, she leads the print and digital teams to deliver success for the agency’s clients. She has chaired more than 40 charity events during her 16+ years in the Denver market, raising more than $3.5 million for local non-profit organizations. Her board service includes CultureHaus/Denver Art Museum, New Genesis, Curious Theatre Company and The Foothills Art Center. Off the clock, she’s a busy mother of two, both of whom have inherited her extroverted gene and keep her on the run with their own “networking” schedules at school and with friends.