don-peppers

Recognized for more than 20 years as one of the world's foremost thought leaders on customer-focused business strategies, Don Peppers is an acclaimed author and founding partner, with Martha Rogers, Ph.D., of Peppers & Rogers Group, a leading customer-centric management consulting firm.

With their first book, The One to One Future, Peppers and Rogers started the customer revolution. Inc.magazine said it was one of the top three most important business books ever written. Recently, Satmetrix ranked Don and Martha the world's #1 most influential authorities on customer experience management. The Times of London listed Don among their Top 50 Business Brains, while Accenture includes him on its global list of "Top 100 Business Intellectuals." He has written over 11 books, 9 with Dr. Rogers.

Don previously held high positions in advertising and direct marketing. He holds a BS in astronautical engineering from the US Air Force Academy and a Masters from Princeton University.

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Customer Experience: Where Technology Meets Humanity

Don Peppers

As we use technology to automate and streamline a customer’s experience, the problems left over will be that much more important to handle well. At some point customers will want to interact with a live human being -; someone they can trust more than a line of code. Here, Don Peppers discusses some of the human qualities that go into a great customer experience, and how companies can use technology to deliver humanity to their customers. He will include:

– The “zero-latency customer” -; impatient, informed, and in charge
– The increasing importance of customer trust in the e-social era
– The four qualities of a truly frictionless customer experience
– The role a company’s culture plays in using technology to deliver humanity

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