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Carol BuehrensAs 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. A Founding Member and Expert Panel Member of the international Customer Experience Professional Association (CXPA), Carol is also an active member of the San Diego Customer Experience Special Interest Group (CX SIG), and Professor at California State University Fullerton and University of California San Diego. |
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Michael Truett
Michael is known for creating, improving and executing Collaborative Design Thinking sessions and Customer Experience frameworks across diverse industries (Media, Streaming Services, Ed Tech, Health & Wellness, SaaS, PaaS) at different stages of growth - early-stage start-ups, seasoned companies looking to transform, high growth and declining businesses.
His experience ranges from Professor, Board Member, Keynote Speaker to leading Global Business Transformation (B2B, B2C, B2B2C), Business Development/Launch Strategy, Customer Experience, Customer Success, Customer Engagement, Customer Retention, Customer Service, Lifecycle Management and AI Transformation at companies like Spotify, The New York Times, Dow Jones, Tech start-ups and Telecom providers globally. Michael’s passion for DT & CX is based upon his adventurous lifestyle where he is always seeing a new experience. He has a love for traveling, experiencing new cultures, surfing, golfing, running ultra marathons, participating in triathlons, and spending time with his friends and family. Client initiatives Michael supports include: Customer Obsessed Strategic planning, Experience Journey and Persona mapping (customer, employee, process, and product), AI – Artificial Intelligence Transformation, Service CRM/Omni-Channel Transformation, Strategic Business and Product-level Transformation, Operational Best Practices and Centers of Excellence, Mobile/Digital Product and Platform Strategy, Global Experience (LATAM, APAC, EU and BRIC), C-suite Alignment and Change Management. |
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Alixandra BaraschAlix Barasch earned her Ph.D. in Marketing from The Wharton School, University of Pennsylvania. Previously, she was an Assistant Professor at New York University and a Visiting Associate Professor at INSEAD.
Alix studies how new technologies are fundamentally reshaping consumer behavior and well-being. Her research has been published in a variety of top journals in marketing (Journal of Consumer Research, Journal of Marketing Research, Journal of Marketing) and psychology (Journal of Personality and Social Psychology, Psychological Science). Her work is regularly featured in global media outlets such as New York Times, The Atlantic, Time, Washington Post, Fast Company, Wired, and NPR. She is currently an Associate Editor at the Journal of Consumer Research and the Journal of Marketing, and serves on the editorial review board at Journal of Marketing Research, Journal of Consumer Psychology, and Journal of Personality and Social Psychology. Alix won the Early Career Award from the Association for Consumer Research in 2023, the Erin Anderson Award for an Emerging Female Marketing Scholar and Mentor in 2024, and was selected as a Marketing Science Institute Young Scholar in 2021. Before starting her graduate studies, Alix worked at MDRC, a non-profit dedicated to education policy research. She was also selected as a Fulbright Scholar, and spent a year teaching at the University of Macau and doing research at the Hong Kong University of Science and Technology. |
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Erich DietzErich 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. |
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JP SainiJP 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. |
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Stephene KleinStephene Klein is a trailblazer whose academic and professional journeys stand as a testament to her relentless pursuit of excellence. She holds three master's degrees - an MBA, MPH, and MPHA - from Everglades University, Boca Raton, FL, where she graduated summa cum laude, marking her place at the pinnacle of her class with an unrivaled 4.0 GPA. This academic titan not only delivered the Graduate Commencement keynote address, inspiring a crowd of over 1,000 attendees, but she is also a notable faculty member guiding the next generation of leaders. Her profound insights and wealth of knowledge have shaped countless C-suite executives, fostering excellence and innovation on a global scale.
Outside of academia, Stephene has consistently made a global impact. She is a Gold Medalist, Storytelling Writing Award Winner (2024), and the recipient of the Global Vision Award for Brand Strategy (2023). She was also the featured cover story of South Florida Magazine (2021), and has etched her place in the global business echelons. Her dynamic role at Zschool, saw her spearhead over 500+ Advisory Board meetings, annually, shaping the strategic direction for over 10,000 CxOs and senior executives worldwide. With 20+ years of award-winning business development and engagement marketing experience, coupled with 15+ years of senior leadership roles, Stephene consistently drives sustainable revenue growth for leading global companies. Her extensive experience across multiple domains, including sales, marketing, and partnerships, and her well-established global network, position her as a catalyst for success in complex business environments. |
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Rosemary FrappierRosemary Frappier is a seasoned professional with over 30 years of leadership, customer experience, and strategic management expertise. As an Instructor, she draws on her extensive background to teach and facilitate senior leaders, helping them achieve organizational success.
Rosemary holds a Bachelor of Arts in Sociology from Montclair State University and is a certified Lean Six Sigma Green Belt, highlighting her dedication to process improvement and operational excellence. Currently, as the Director of Advisor Experience at Zschool, she has been pivotal in shaping business strategy and leading teams with distinction for over four years. Her extensive experience is further deepened by her prior roles as a Program Director and Manger for executive education programs, where she refined her skills in Customer Experience, Design Thinking and Transformative leadership. She has also held various leadership roles in the non-profit segment, including Treasurer for the Marine Academy of Science and Technology and President of the PTSA in various schools within the Matawan Aberdeen Regional School district. Known for her caring and empathetic nature, Rosemary is a devoted wife of 25 years and a mother of three. She enjoys traveling, reading, and spending time with her dog, Margo. Her ability to connect and seek out the opinions of others make her sessions engaging and fun. |
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Gerdus ByleveldI have spent most of my career carefully selecting roles in the industry that gave me experience in all facets of business. CEO, Revenue Generation, Sales as well as Customer Management and Success. I would love to share what I have learnt, and also continue to learn from others.
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Cynthia CorneWith passions for mentorship, DEI, and data, Cynthia's CX journey includes industry-firsts in cloud, manufg, construction and public safety. Global executive roles span brand, product and customer success at Sprint (T-Mobile), Lumen, Intrado, and Johnson Controls as well as Cooper Tea Co. Change practices and budget optimization are emphases. She has a B.A. in Business & History, Coe College; MBA, Univ of Kansas. Holds 2 patents. She serves as Chair, Louisville's Parks Public Landscape Board.
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