September 29 - October 02, 2020
JW Marriott Palm Desert Resort & Spa, CA
Customer Advocacy: Putting Customers at the Heart of Your Business
Thursday, October 1st, 2020
9:15 AM Keynote: Integrating the Voice of the Customer (VOC) in Your Long-Term and Short-Term Strategy
Dr. Marlene Kolodziej, DBA knows what the customer wants best – until September 2019, she provided strategic and operational leadership for the Service Delivery organization, managed the implementation of enterprise-wide solutions and oversaw the establishment of the Technology Innovation Center at Northwell Health, a nonprofit integrated healthcare network that is New York State’s largest healthcare provider.
Following her achievements at Northwell Health, Marlene joined The Ricoh Company, a Japanese multinational imaging and electronics organization with an annual sales revenue exceeding $13 billion. As Ricoh USA’s Vice President of the Centralized Services, she is responsible for reorganizing service operations to drive efficiency, prioritizing investments in innovative technology, establishing a standard-setting process oversight, and creating a centralized voice of the customer (VOC).
In this keynote, Marlene discusses the two sides of the service coin – from the point of view of a customer and a service provider – and shares practical recommendation on how to put yourself in your customer’s shoes without compromising service revenue and business growth. Key takeaways include:
-Exploring what critical problem-solving looks like (process vs problem solving)
-Resolving the underlying causes of operational inefficiencies and customer dissatisfaction
-Integrating the VOC into your roadmap, short-term and long-term strategy
-Bridging the gaps between real-life customer experience and your evolving business goals