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

  • Bottorf Toby
    Toby Bottorf
    VP, 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 Manning
    VP & Research Director of the CX Practice, Forrester Research
  • Shawn Murphy
    Global Director, Analytics and Insights, EMC Corp.
  • Joyce Maroney
    Senior Director of Customer Experience & Services Marketing, Kronos