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Does your company culture put the customer first? A customer focus should be front and center in all business decisions, and without the full buy-in of the C- suite, that becomes almost impossible to achieve in any meaningful way. Join us as we talk about the challenges to and the benefits of building the support and authority of your most senior executives behind your effort to shift to a more customer-focused way of doing business. We'll ask our experts:

  • What are the best ways to make a case for the ROI of customer focus?
  • How do you manage cultural change?
  • How do you break down silos inside companies to refocus people on the customer’s needs first?
  • Do you need to have a Chief Customer Officer or other interdepartmental role in your company


About the Panel


Emily Yellin, Moderator

Emily Yellin is a journalist, author and consultant. Her most recent book, Your Call Is (Not That) Important to Us -- Customer Service and What It Reveals About Our World and Our Lives, was published by Simon & Schuster. Currently, Emily is a consultant with Peppercom, a strategic communications firm in New York. She also regularly speaks at conferences and in the news media about customer service, marketing, social media and journalism, and is on the advisory board for Emily was a longtime contributor to The New York Times, and has written for Time, The Washington Post, The International Herald Tribune, Newsweek, Smithsonian Magazine, and other publications. She has lived in New York City, Chicago, Los Angeles, and London, but is currently based in Memphis. Website: Twitter: @eyellin


Jeanne Bliss, Founder of Customer Bliss

Jeanne founded CustomerBliss ( in order to create clarity and an actionable path for driving profitability through customer focus. Jeanne Bliss helps companies transform their thinking by bringing the silo-based operations together to understand the customer perspective. She helps gain consensus on the desired customer experience and required hand-offs for optimum performance. And she coaches leaders to unite their culture by overcoming the issues creating a chasm between themselves and their customers. For 25 years inside five large U.S. market leaders, Jeanne fought valiantly to get the customer on the strategic agenda, redirecting priorities and creating transformational changes to the brands’ customer experience. Find her on twitter: @JeanneBliss

Peter Korsten, Vice President of Business Value, IBM
Peter J. Korsten  (Vice President and Partner) is the global leader of the IBM Institute for Business Value, the business think tank of IBM and a member of the Senior Leadership Team of Global Business Services Team (top team that lead our 100,000+ consultants organization). He has written many leading pieces of IBM thought leadership and was in charge of the largest face-to-face field research projects with participation of over 1,500 CEOs and 2,500 CIOs among others. He holds a Deans List (Honors) MBA from IMD (Lausanne, Switzerland) and has received further post graduate education at the Harvard Business School, Insead, IMD, Ashridge and at Templeton College in Oxford. Find him on twitter: @peterkorsten