The Science of CX
March 18, 2021 | 4:00 p.m.–5:30 p.m. Pacific / 7:00 p.m.–8:30 p.m. Eastern
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The Science of CX
The art of creating impactful customer experiences may seem abstract and circumstantial, though it is truly a science. From identifying and collecting customer signals, to organizing and responding to those signals, organizations can create a blueprint to how they can best adapt their consumer interactions to meet and exceed expectations. This blueprint enables organizations to scale highly engaging customer experiences across every interaction and create meaningful and lasting relationships with their consumers. While uncovering the science of CX, we will also be treated to the science of creating good cocktail. Eben Freeman, Beverage Director at AvroKo, and icon on the NY food and beverage scene, will guide us through identifying the right ingredients to craft the perfect, balanced cocktail.
Bios
R “Ray” Wang (pronounced WAHNG) is the Principal Analyst, Founder, and Chairman of Silicon Valley based Constellation Research, Inc. He’s also the author of the popular business strategy and technology blog “A Software Insider’s Point of View”. With viewership in the 10’s of millions of page views a year, his blog provides insight into how disruptive technologies and new business models such as digital transformation impact brands, enterprises, and organizations. Wang has held executive roles in product, marketing, strategy, and consulting at companies such as Forrester Research, Oracle, PeopleSoft, Deloitte, Ernst & Young, and Johns Hopkins Hospital.
His new best selling book Disrupting Digital Business, published by Harvard Business Review Press and now globally available provides insights on why 52% of the Fortune 500 have been merged, acquired, gone bankrupt, or fallen off the list since 2000. In fact, this impact of digital disruption is real. However, it’s not the technologies that drive this change. It’s a shift in how new business models are created.
Wang has held executive roles in product, marketing, strategy, and consulting at companies such as Forrester Research, Oracle, PeopleSoft, Deloitte, Ernst & Young, Personify, and Johns Hopkins Hospital. He is a prominent and dynamic keynote speaker and research analyst working with clients on digital, innovation, business model design, engagement strategies, customer experience, matrix commerce, and big data.
His Silicon Valley research firm, Constellation Research, Inc., advises Global 2000 companies on the future, business strategy, and disruptive technology adoption. Ray is a regular contributor to Harvard Business Review and well quoted in The Wall Street Journal, Forbes, Bloomberg, CNBC TV, Reuters, IDG News Service, and other global media outlets. Wang has thrice won the prestigious Institute of Industry Analyst Relations (IIAR) Analyst of the Year Award.
For over 20 years, Nate Skinner has been building, executing and leading marketing & sales programs for some of the largest technology companies on earth—including Salesforce, Amazon Web Services, and currently Oracle.
Nate is an advocate for equal pay for women through the organization Women in Revenue, and volunteers as a Board Member for the American Red Cross.
On a personal note, Nate is an Arizona State University graduate, a history nerd, and loves to spend time with his family.
Heidi Eisenstein is Vice President of Global Field Marketing for the Customer Experience business at Oracle. Heidi has more than a decade of experience driving B2B marketing strategy and execution and leading high-performance teams. She spent the last 6 years at Adobe in several leadership positions supporting the Digital Experience business. Most recently she led Enterprise Field Marketing for the Americas, and before that she headed up global marketing for the Adobe + Microsoft partnership. Prior to Adobe, Heidi held positions at Microsoft in product and integrated marketing.
Native New Yorker Eben Freeman has worked in the city’s food and beverage industry for nearly two decades. Beginning as a stock boy at Crossroads Wine & Spirits while attending New York University, Freeman bartended in the West Village, on the Lower East Side, in Midtown at Palladin, in Brooklyn, and at the fast-paced Spring Lounge in Soho. His performance at Spring Lounge so impressed the proprietors, that they asked him to become a partner in their new venture in Hell’s Kitchen, The Collins Bar. There, Freeman developed his first cocktail program and spirit selection. He joined the team at wd~50 when it opened in 2004.
Possessing a thorough understanding of wine, spirits, and classic cocktails, Freeman’s innovative, cutting-edge drinks employ the latest scientific methods with a focus on fresh ingredients, underutilized spirits, and a playful, culinary character. He met Pastry Chef Sam Mason while managing the bar at wd~50, and together they opened Tailor, which was known as much for its food as for its imaginative cocktails.
In 2010, Freeman signed on as director of bar operations and innovation at Altamarea Group, where he joined forces with Michael White to open The Butterfly, a bar that featured all of Freeman’s greatest cocktail hits. Freeman left his position with Altamarea in 2014, and is presently with the chic design and concept firm, AvroKo as beverage director.