How do global companies provide consistent, customer-focused levels of service while working with a diverse variety of customers around the world? As chances increase for companies and customers to reach each other online, so do opportunities for globalizing your business. However, the strategy that works in one sector or region may not match the tactics needed in another.
Join us as we examine how companies that do business all over the world accommodate customers from various backgrounds and cultures while also maintaining a customer-centric focus that meets everyone's needs. We'll consider question such as:
How do global brands learn about local customers around the world?
In what ways do customers' needs vary in different parts of the world
How do companies design their customer experience so it is relevant to local customers without losing their identity globally?
How do companies make sure they maintain a fluid and flexible relationship with their global employees, despite cultural differences?
About the Panel:
Sandy Carter is a recognized leader in social business, a best selling author, and one of the most influential women in Web 2.0 technology. As IBM Vice President, Social Business Evangelism and Sales, she is responsible for setting the direction for IBM’s Social Business initiative, a $200B market opportunity. Her numerous industry awards include: "Brand Leader of the Year" from the World Brand Congress, "Top 10 Women in Social Media" from Altimeter Group and Fast Company's "Most Influential Women in Technology." She is an avid social business evangelist, blogger, and twitterer. She holds an MBA from Harvard and a Bachelor of Science degree in math and computer science from Duke University. Visit Sandy at her Blog and @Sandy_Carter
Greg Gianforte is the Founder and former CEO of RightNow Technologies. Greg Gianforte is a serial entrepreneur in the software industry, and an innovator in the customer experience market.Mr. Gianforte founded RightNow Technologies, a cloud-based customer-service and support solutions company, in 1997. RightNow’s mission was to rid the world of bad experiences. Under his leadership as chairman and CEO, RightNow enjoyed 15 years of continuous growth, with about 2,000 large consumer-focused companies around the world using its products. Headquartered in Bozeman Montana the company had more than 1,100 employees worldwide and more than $225 million in annual revenue prior to their sale to Oracle in 2011.
Sheila Harrell is the Vice President of Customer Service Operations FedEx. She plays a key role in maximizing the customer experience so that the FedEx Purple Promise to make every customer experience outstanding is always kept. By integrating global technology, motivated resources and diversified products and services, Sheila oversees 6,000+ customer service representatives in locations across the Americas and Canada. Sheila has been with FedEx for over 34 years, during which time she has exercised her talents in a number of areas including Customer Experience and Enterprise Strategic Planning. She has developed several customer-focused initiatives including an annual Customer Summit in which the company’s senior leadership engages in a customer-focused session, a global customer experience CRM strategy, and seamless customer service integration during mergers and acquisitions. Sheila has been recognized with the revered FedEx Five Star Award several times. She was awarded the Customer Service Executive of the Year by the Customer Service Institute of America. She is also an active member the Harvard Women’s Leadership Board.
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 TheSocialCustomer.com. 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: www.emilyyellin.com Twitter: @eyellin