Mainstage Speakers by Topic Area

Additional Speakers and Presentation Information Coming Soon

Tech that Propels the Future of Service
Wednesday October 24

Session Co-Host

Julie Tomich
Senior Vice President and GM
Global Commerical Services
American Express

View Biography

Julie is the Vice President and General Manager in the Global Commercial Payments organization at American Express. Global Commercial Payments is devoted to serving small, mid-size, large and global companies around the world. As the VP/GM of the US Client Group, Julie is responsible for phone-based commercial acquisition and account development for US small and mid-size businesses.

She joined American Express in 2007 and has held a variety of leadership positions in consulting, sales, global business transformation, re-engineering and servicing across the card and travel businesses. Prior to AMEX, Julie worked for 10-years at Intel Corporation in operations, human resources, and Supply Chain Management.

Julie currently sits on the Board of Directors for Fresh Start Women’s Foundation in Phoenix, a nonprofit organization that provides education, resources and support for women to positively transform their lives and strengthen their financial self-sufficiency.

She earned her MBA from Thunderbird School of Global Management and a Bachelor of Arts in Public Relations and Communications from Carroll College in Montana.

Presentation Title and Description Coming Soon

Jason Kelley
General Manager
IBM Blockchain Services

Presentation description coming soon.

View Biography

Jason Kelley leads IBM Global Blockchain Services, working with client organizations and consortia to unleash the exponential business value of blockchain technologies and reinvented business process. His teams provide the thought leadership and consultive capabilities needed to help design, develop and rapidly adopt digital ledgers, digital identity, and trust and transparency with IBM Blockchain offerings and solutions.

Prior to this assuming his current role, Jason led IBM Global Business Services Solutions, Design and Innovation, helping clients transform to differentiate and lead in the market through digital reinvention, applying IBM Design Thinking and the application of agile, DevOps and innovative technology. His teams bring endless energy, creativity and outcomes for IBM clients around the world, delivering unique business capability with the marriage of analytics, automation/robotics, IBM Watson and cloud technologies. Jason also served as IBM Chief Technology Officer and design leader for IBM Business Process Outsourcing, and previously managed IBM’s analytics business in North America, China and Asia Pacific. He has also led initiatives in IBM Software Group, IBM Global Technology Services, and Sales and Distribution units across industries.

With 13 years of military service as an Army Airborne Ranger, Jason values integrity, leadership, and loyalty, and proudly serves on the Board of Directors for the Corporate America Supports You (CASY) organization and the Military Spouse Corporate Career Network. Both of these national nonprofits offer employment assistance for current and former military personnel and their spouses. A graduate of the U.S. Military Academy at West Point, Jason also earned an MBA from the Cox School of Business at Southern Methodist University, with a concentration in Technology and Entrepreneurship. Jason contributes to IBM’s ongoing leadership in patents as the holder of three U.S. Patents, with others pending.

 

Presentation Title and Description Coming Soon

Sherry Sanger
Senior Vice President, Marketing
Penske Truck Leasing

Presentation description coming soon.
View Biography

Sherry Sanger is Senior Vice President of Marketing for Penske Truck Leasing, a leader in transportation and logistics with a fleet of more than 270,000 vehicles and a workforce of more than 33,000 people worldwide. She leads Penske’s global marketing function, including: strategic marketing, market research, promotional activities, and interactive marketing.
Sanger joined Penske in 1998 and has held numerous leadership positions, including: Vice President of Marketing, Director of Marketing, and New Products Introduction Manager. Sanger began her career with General Electric’s Lighting and Capital divisions in their financial management program. While with GE she worked in financial, cost and marketing roles in the U.S. and Germany.

She holds a bachelor’s degree in German from Kent State University, a master’s degree in international management from the Thunderbird School of Global Management, an MBA from Case Western Reserve University, and a Ph.D. in management from Case Western Reserve University. She resides in Sinking Spring, Pa., with her husband and their two children.

Mastering Service Culture
Thursday October 25

Session Co-Host

Steve CaraniSteve Carini
Principal, Service Division
Edward Jones
View Biography

Steve Carani is the Edward Jones principal responsible for the performance of the Service division, including Branch Team support, Tailored Services Support, and the Service Insights Group to help branch teams better serve clients. He is a member of the Management Committee.

Carani began his Edward Jones career in 1992 as a branch office specialist. The following year, he became a financial advisor and opened an office in St. Louis.

During his time as a financial advisor, Carani served in several regional leadership roles, completed three asset-sharing programs and attended 11 Managing Partner’s Conferences.

He was named an Edward Jones limited partner in 1998, a regional leader in 1999, and a principal in 2003.
In 2010, he relocated to the firm’s headquarters to serve as an area leader in Branch and Region Development, where he oversaw the growth, health and leadership development of financial advisors in Missouri and Kansas, and led an initiative to support field-based area leaders. In fall 2013, Carani transitioned to the Service division to lead Client Support. He assumed his current responsibilities in 2016.

Originally from Libertyville, Ill., Carani is a graduate of Bradley University and of the University of Pennsylvania Wharton School’s Securities Industry Institute and earned his MBA from Kellogg School of Management at Northwestern University.

 

 

Would You Do That To Your Mother?  Your 5-Step Guide to Customer Experience and Culture Transformation
Jeanne Bliss
President
Customer Bliss 
Author of, I Love You More Than My Dog, Chief Customer Officer, Chief Customer Officer 2.0, and Would You Do That To Your Mother?

Customer experience pioneer Jeanne Bliss urges companies to make business personal to earn ardent fans and admirers, by focusing on one deceptively simple question: “Would you do that to your mother?”  

“Make Mom Proud” companies give customers the treatment they desire, and employees the ability to deliver it. They turn “gotcha” moments into “we’ve got your back” moments by rethinking business practices, and they enable employees to be part of the solution to fix customer frustrations.  

In her keynote, Bliss offers a five-step plan for evaluating your current behaviors and implementing actions at every level of the organization. And delivers behaviors of companies who excel at living their core values, grounded in what we all learned as kids.
 
Step 1. “Be the Person I Raised You to Be”

Step 2. “Don’t Make Me Feed You Soap”

Step 3. “Put Others Before Yourself”

Step 4. “Take the High Road”

Step 5.  Stop the Shenanigans – Are you taking “Make Mom Proud” behaviors today?   

View Biography

Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association.She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. A consultant and thought leader, Jeanne Bliss guides C-Suite and Chief Customer Officer clients around the world toward earning the right to business growth and prosperity, by improving customers’ lives.

Jeanne Bliss pioneered the role of the Chief Customer Officer, holding the first ever CCO role at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Reporting to each company’s CEO, she moved the customer to the strategic agenda, redirecting priorities to create transformational changes to each brands’ customer experience. She has driven achievement of 95 percent loyalty rates, improving customer experiences across 50,000-person organizations.

Her ability to effectively guide leaders and companies to earn customer-driven growth is based on these experiences as a practitioner for over 20 years working across organizations to unite the C-Suite and organizational silos.

Jeanne is also the author of the groundbreaking book, “Chief Customer Officer” (Jossey-Bass, 2006). The book was the first of its kind to address the role of the customer leadership executive. It quickly became a bestseller and has been translated into eight languages. Her second book, “I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad,” (Portfolio, 2001) was also a bestseller and translated into five languages. Her latest book, “Chief Customer Officer 2.0” (Wiley) was published on June 15, 2015.

Jeanne is a highly sought after speaker, keynoting high profile conferences and corporate events. She has spoken for speaking clients such as Intuit, Pella Windows, Staples, Activision, MetLife, Zappos, and AARP, and has appeared in major media outlets such as Fast Company, Forbes, MSNBC, The Associated Press and The Conference Board.


B2B Panel Presentation on Service Culture

Panel Title and Description Coming Soon

Panel Moderator:

Michael MokwaMichael Mokwa, Ph.D.
Pat Tillman Foundation Distinguished Professor of Marketing
W. P. Carey School of Business
Arizona State University

 

 

Panelists:

Mike Bolland
Director of Customer Insights and Experience
Discount Tire

 

 

Bernard J. ClarkBernard J. Clark
Executive Vice President, Schwab Advisor Services
Charles Schwab & Co., Inc.

 

 

Gary Mootz
Arizona Division Manager
Quicktrip

 

Mustaqueem Siddiqui, MD, MBA
Enterprise Medical Director
Patient Experience Training, Education, Coaching
Mayo Clinic

 

Featured Motivational Speaker – Thursday October 25

Composing Your World

Kai Kight
Classical Violinist, Innovative Composer
Named a Top 12 Speaker of the Year

“The world is in dire need of fresh ideas that are delivered with passion.” As a classical violinist turned innovative composer, Kai Kight uses music as a metaphor to inspire individuals and organizations across the world to compose paths of imagination and fulfillment.  Kai is on a mission to spark a global mindset shift in which ingenuity is the norm, not the exception.  In this unique and powerful presentation, Kai performs mesmerizing original music and vulnerably shares stories from his own transformation as an artist.  Kai translates these insights into takeaways that audiences can easily infuse into their own lives and work environments.  

Think Tank – Friday, October 26

The Story Behind Wall Street Journal’s Management Top 250

Lawrence A. Crosby, Ph.D.
Chief Data Scientist
KH Moon Center for a Functioning Society, a part of the Drucker Institute at Claremont Graduate University

The Drucker Corporate Rankings form the basis of the Management Top 250 list in the Wall Street Journal.  The Drucker Institute developed this holistic company ranking based on the principles of its founder Peter F. Drucker, using data from a wide range of providers.  The rankings integrate five dimensions of corporate performance: Customer Satisfaction, Employee Engagement and Development, Innovation, Social Responsibility and Financial Strength.  The presentation will cover the inspiration for the project, its conceptual and data science underpinnings, key results from 2017, managerial learnings, interdisciplinary work underway, and enhancements to the 2018 rankings due out in December.

View Biography

 

CALL FOR SPEAKERS

Do you have speaker ideas or a speaker recommendation for the 2018 Symposium? We’d love to hear from you!  Please click on the link below to fill out the form and we will be in touch regarding future speaking availability.

Submit Ideas

Speaker FAQ