CXPA : Does Delighting Customers Really Drive the Bottom Line?
Date and time: March 30, 8-10 am EST
Panel: Does Delighting Customers Really Drive the Bottom Line?
Session Speaker: Toby Bottorf, VP Customer Experience & Service Design
- Toby BottorfVP, Service and Experience Design
Toby joined Continuum to establish a digital design capability, and is now a VP in service design, leading teams to design solutions for complex human and technical systems. His work builds on a career in UX and interface design.
Recent work includes Audi on demand, a premium mobility service; the design of a client communications tool for a financial services company; and the strategy and experience design of a digital coaching platform for a leading American health insurer.
Toby holds a master’s degree in communications design from the Institute of Design (IIT) and a BA in art from Yale University.
- Harley ManningVP & Research Director of the CX Practice, Forrester Research
- Shawn MurphyGlobal Director, Analytics and Insights, EMC Corp.
- Joyce MaroneySenior Director of Customer Experience & Services Marketing, Kronos