The Spring 2020 CXM Best Practices Symposium will feature the CX of M Industry's Best Practices Awards Winners who have been recognized for their best practices, innovative techniques, and exceptional results in the field of customer experience management. This is an opportunity to learn, share and grow from leading CX professionals who will discuss topics covering understanding the customer, experience design, employee engagement, and customer feedback & continuous improvement.
keynote speakers
Building the service-profit chain through leadership, a customer-driven culture, and employee engagement.
Dave Fish, Ph.D. - CEO, CuriosityCX - Are You Asking the Right CX Questions - Problem Framing in 6 Steps
Lynne Jarman-Johnson - CMO, Consumers Credit Union - Lessons Learned from the Rollout of the Virtual Teller Program
VMLY&R - CX Team - Service Design and How it Complements Experience Design
Grey Parker - CEO, Sundberg-Ferar - The Essentials of Human-Centered Design
Morana Bakula - Vice President - Customer Experience, Bond Brand Loyalty - Relationship Building and Customer/Brand Loyalty
Area Managing Director - Omni Hotels & Resorts
General Manager of Omni Frisco Hotel
Jeff Smith
MSU, Class of 1987
A 1987 graduate of the MSU School of Hospitality Business Smith has been with Omni Hotels & Resorts for nearly 27 years serving in various corporate and property leadership positions including Vice President of Operations & Loyalty for Omni Hotels & Resorts. As area managing director of Omni Hotels & Resorts, Jeff oversees all marketing, sales, finance and operational aspects of Omni properties within the North Texas area, including the Omni Frisco Hotel, the official hotel of the Dallas Cowboys.
A classic hotelier, Jeff is known for his exceptional leadership skills and ability to foster a customer-centric culture within the organization. Building on Omni's vision, mission, values, and Six Pillars, Smith takes his own approach in leading his properties to the top of the organization in net promotor score, customer experience, service, and financial performance.
As a 1999 Advertising (BA) graduate of Michigan State University, Lawson’s career progression has taken her from ad agency work to becoming an Associate Producer at The Ellen DeGeneres Show for 5 years. In 2008, Lawson's career in television took a turn. Since then, she has risen to Senior Vice President, Marketing at United Wholesale Mortgage and is currently the Chief People Officer at United Shore.
In addition to being named the "Best of the Best" Overall Company to Work For in Michigan, United Shore has also been named a Fortune 100 Best Workplace for Millennials, Fortune Best Workplace in Financial Services, Crain's Coolest Place to Work, Detroit Free Press Top Workplace, Inc. 5,000 Fastest-Growing Company, and a National Best and Brightest Company to Work For. From free employee valet parking, a state of the art fitness center, and innovative training techniques (#8 in the world for its top training practices), United Shore recognizes and puts the needs of its employees at the forefront of the organization.
MSU, Class of 1999
Laura Lawson
Kellogg Hotel and Conference Center
219 S Harrison Rd
East Lansing, MI 48824
United States
Keith Instone - Founder, Dexterity User Experience - Using the Red Wings to Explore Relationships between User and
Customer ExperienceGongos Inc - CX Team
Nadira Kharmai - CX Product Owner Lead, Priority Health - Priority Health's Concierge Program - Delivering Personalized Health Made Simple
As well as winners of the 2020 CX of M Industry Best Practices Awards
For more information, please email Tom DeWitt - dewittth@msu.edu