RICHMOND - Key Persons
As our Lead Instructor, Carol Buehrens is the author of the best-selling customer experience book Happy RAVING Customers! Carol is a leading customer experience expert and speaker, and has been constructing extraordinary customer experiences for over 30 years for major companies such as Liberty Mutual, Northrop, McDonnell-Douglas, Bechtel, GE, Mercury Marine, and ICW Group Insurance Companies.
Carol's passion for improving customer experience has resulted in numerous awards, including the prestigious "CX Innovation Award" from the Customer Experience Professionals Association (CXPA), ICW Group CEO Award, the Liberty Mutual Star Award, and is listed in the World's Top 30 Customer Service Professionals.
Job Titles:
- Vice President of Worldwide Strategic Accounts for InMoment
Erich Dietz is the Vice President of Worldwide Strategic Accounts for InMoment. He has over 15 years of executive experience spanning consulting, business development, and solutions architecture. Erich joined InMoment in 2003 and primarily works with InMoment's large, complex client organizations within their B2B, B2B2C, and B2C markets. Erich partners with clients to architect and implement Customer Experience Management (CEM) & Voice of the Customer (VoC) programs that enhance critical business measures including; revenue generation, operational efficiency, cross-channel service alignment, customer retention, base management, loyalty, and brand advocacy. He is also a designated CXPA Expert and regular contributor to the community's Google+ Hangouts and other events.
Prior to InMoment, Erich was a Management Consultant for several global consulting firms. He holds a B.S. in Industrial Engineering from Rutgers School of Engineering.
JC is a best-selling author and researcher focused on the psychology and process that leads to quality stakeholder relationships. His impressive career spans over 25 years of leadership guiding Customer Experience, Employee Engagement, and Channel Alliance efforts for SAGE, ADP, HP, and DXC Technology in Managing Partner, Regional Vice President, and Global Head of Innovation roles.
He holds advanced degrees in Organizational Psychology and dedicates his research to developing corporate cultures that promote genuine relationships with all of its stakeholders. He currently lectures on relationship psychology and human-centered design topics at 11 US universities.
Job Titles:
- Founder, Chairman and Architect of the Zimmerman Advertising
Jordan Zimmerman is Founder, Chairman and architect of the Zimmerman Advertising empire, now the 14th largest advertising agency in the world with published billings in excess of $3 billion. In 2015 Jordan cofounded zSchool, a new educational consulting provider focused on helping universities develop world-class executive education for the digital age.
Jordan Zimmerman is known as "Advertising's Bad Boy" and his list of winning clients is a "who's who" of the retail world. His is the firm that is behind such great brands as ADT, Atlantis, AutoNation, Ashley Furniture, Boston Market, Broward Health, Carfax, CBS, Chico's, Chuck E. Cheese, Consolidated Credit, Dish Network, Dunkin Donuts, Extended Stay America, Firehouse Subs, five Below, The Florida Panthers, Fresh Market, hhgregg, Jamba Juice, Kanes, Lane Bryant, La-Z-Boy, Lennar, Logan's Roadhouse, Lucky Brand, Michaels, Office Depot, Papa Johns, Party City, Pep Boys, Nissan, Saks Fifth Avenue, Soma, Tire Kingdom, Toys-R-Us, White Castle, White House Black Market and many more.
In February of 2015, Jordan was a keynote speaker for the Cleveland Clinic Florida Leading in Healthcare conference. He, along with Jack Welch of GE, shared their styles on leadership in today's fast paced, social and digital environment.
JP Saini is a C-level IT executive for a B2B company with 20 years of in-depth business, technology, operations experience and strong leadership skills. Developed from his portfolio of business, technology and operations experience is his ability to advance the overall strategic direction of information technology in alignment with strategic business plans, growth goals and position IT as a strategic business enabler and partner. His sharp focus on Excellence is driven by his knowledge of client service and performance based metrics.
Mr. Saini has been successfully managing IT business and strategy through the harnessing of technology for business growth and profitability, risk mitigation, and the identification of commercial opportunities.
Job Titles:
- Program Director / University