Exceeding Customer Expectations

My name is Abi Stern and I’m the Event Director for the Customer Experience Exchange, a practitioner-led forum created specifically for VPs and Directors of Customer Experience, Customer Service, Sales and Marketing, i.e. those responsible for developing, managing and improving their organisation’s customer experience strategies. The event takes place on 15 – 17 November 2010 in Monte Carlo, France, and offers a range of keynote briefings, practical case studies, in-depth discussions and one-to-one meetings with leading solution providers, providing an unprecedented level of learning and networking opportunities for the customer experience community. Joining me here today is Jay Topper, SVP Customer Success for Rosetta Stone, the world’s leading language-learning software. Jay is responsible for the Customer Success organization within Rosetta Stone, including the support departments, language-learning coaches and the customer success team. Jay joined the company in 2007 as the chief information officer and held that position until 2009. Prior to joining Rosetta Stone, Jay was chief information officer and SVP of India Operations for Seven Worldwide, a global pre-media company. Prior to that, he was chief information officer of PRG, a world leader in the entertainment technology industry. Jay will be speaking at the Customer Experience Exchange, and so is here today to provide you with a sneak preview into some of the issues he’ll be discussing.