We did not arrive here overnight or even in the past few decades. CX originates from sources as disparate as call center technology and marketing analytics through NPS and into omni-channel interactions that are pervasive across front and back office applications. Clearly, CX will continue to adapt, grow and change in the future, with an estimated market cap of $17B by 2022. But its origins can help us understand where it is going. During this session we will explore how by bringing the customer experience back to the basics, we can continue to innovate and create truly exceptional experiences at every interaction.
Our journey through history won’t be limited to customer experience in this session. We will be joined by a whiskey sommelier from Uncle Nearest Premium Whiskey, whose whiskey dates back to the Tennessee of 1856, who will walk us through a whiskey tasting and reveal how the history of whiskey and its influence on its taste.
An introduction to the story of Nathan "Nearest Green", the Godfather of Tennessee Whiskey, and the first known African American distiller we have on record. Nearest was a formerly enslaved man who perfected the Lincoln County Process, which distinguishes Tennessee Whiskey from Kentucky Bourbon, outside of geography. Green was the original distiller for the whiskey that Jack Daniel would go on to sell, market, and make famous in the late 19th century.
Learn the story of their amazing partnership, and how the whiskey created in his honor has become the most awarded American Whiskey or Bourbon of 2019 and the fastest-growing independent American whiskey in U.S. History.
Kirsten "Kitty" Amann has more than fifteen years of experience in the beverage industry as a brand ambassador, publicist, bartender, and writer. She is the MA / NH Brand Steward for Uncle Nearest Premium Whiskey.
Kitty spent four years as Boston's first Brand Ambassador for Fernet Branca and her past marketing clients include Plymouth, Beefeater, Bols Genever, The Bitter Truth, No. 3 Gin, and more. Kitty works with clients to champion their brands, develop dynamic events, create delicious cocktails and design unforgettable experiences.
She has been teaching yoga in Boston and around the world for 10 years and works with clients in the beverage industry and beyond to find healthy balance. Kitty is a founding member of the Boston chapter of LUPEC and the U.S. Bartenders Guild. She writes a monthly cocktail column for the MA Beverage Business under the byline "Pink Lady," and her cocktail writing has appeared in Daily Candy, The Weekly Dig, and Chilled Magazine, among others.
Anthony Mass is the AVP for Oracle Field Service North America. As part of the Customer Experience business, Mr. Mass is responsible for managing sales of Oracle's portfolio of field service cloud solutions in the US and Canada. Prior to his role at Oracle, Mr. Mass was the Global VP for Trimble, responsible at different times for managing global sales of their field service and building construction portfolio of SaaS solutions. Mr. Mass developed a strong understanding of field service and construction through 7 years of experience in various business development and project management roles for ENR Top 100 ranked construction companies including: DPR Construction and The Weitz Company. Anthony Mass received his Bachelor of Science in Physics/Engineering from University of Nebraska.