Customer experience is a catalyst in many digital transformation projects. It is why many businesses invest in new technologies and processes to more effectively engage customers, constituents, or employees. The goal of putting digital tools to work in a transformative way is to ensure that data and insights connect people with information and processes that ultimately lead to a better experience for customers. Yet, it demands a modern approach that considers all of the platforms, processes, and data across the customer journey. The goal for many organizations is dynamically maintaining a single source of truth about each customer to drive personalized experiences based on individual preferences and behaviors.
However, businesses today have primarily invested in systems of record. While these systems are critical for managing internal operational processes, they are typically not effective for today's pace of business change. Insight-driven experiences require customer intelligence platforms that can finally create a customer 360. The deeper data and improved algorithms now available let users factor in individual affinity, segment, and a myriad of growing data sources. The result is greater relevance and effectiveness to deliver a differentiated experience that in today’s competitive landscape is not a luxury, but a necessity for survival. In this session we will address:
Sheryl Kingstone leads 451 Research’s coverage for Customer Experience & Commerce, which covers the many aspects of how customer experience is a catalyst for digital transformation. She oversees the company’s coverage of a variety of customer experience software markets spanning ad tech, marketing, sales, commerce and service.
Sheryl joined 451 Research with the company's acquisition of mobility research firm Yankee Group in 2013. Before joining 451 Research, she consulted with a number of enterprise software companies in the areas of B2B e-commerce, CRM, e-services and internet infrastructure on company and product positioning, acquisitions and IPO strategies for Blanc & Otus. Prior to this, she worked at DataMirror and Praxis International, launching new products in the enterprise data replication, transformation and database software market.
As a recognized thought leader with over 25 years of experience in the customer experience technologies, Kingstone was awarded the CRM Influential Leaders Award and was also the first female to be inducted in the CRM Hall of Fame. She is also an advisor to a variety of organizations and a judge for many annual awards. She has extensive speaking experience at conferences and seminars, is quoted in many business and industry journals and provides notable consulting experience with Fortune 1000 companies.
Kingstone holds a bachelor of science degree from the University of Massachusetts and a master of business administration degree from Simmons College.
Sean is a tenured infrastructure scaling and cloud strategy consultant with a strong focus on strategic partnerships and innovative hybrid technology. He has been a part of integral shifts in technology including the rise of cloud computing, open source standardization, and big data. Sean quickly became a go-to resource and speaker for data specific workloads focusing on technologies like Hadoop, MongoDB, Redis, Elasticsearch, SQL, and Data Warehousing. At Rackspace Hosting, Sean helped build and launch open-source cloud platforms around Hadoop, MongoDB, Elasticsearch and Redis. Sean is currently marketing manager for IT Solutions at Cloudera; the pioneers of Apache Hadoop.