Branded Dialogues: Bridging the Gap Between Brand Promises a

Branded Dialogues: Bridging the Gap Between Brand Promises and Customer Experience 

Expected Outcomes Include:

• Recognizing the gap between brand image and customer experience
• Review of common pitfalls in organizations
• Relieving the tension between efficient delivery and experience
• Examples to best practices -- Leaders in the field
• Measuring experience as well as performance
• How to improve communication between Marketing and Operations
• How to "Brand Train" agents

Bruce's Bio

Bruce Lebowitz is an experienced marketing strategist with expertise in creating compelling conversations. With over 20 years of experience in both the consulting and client sides, he has solved problems and created successful programs for many Fortune 500 companies. Working in the space between creating great brands and developing effective customer dialogues, Bruce works closely with marketing and operations staff to create programs that delivers excellent customer experiences.

Most recently, Bruce has managed a call center for a healthcare start-up and managed all call-center marketing for BarclayCrad, a top ten credit card issuer in the United States.  Prior to that, Bruce founded and grew a Teleweb call center practice for Ogilvy & Mather and managed a marketing strategy practice, developing relationship marketing programs and integrating the call center experience with online marketing programs.