october, 2019

28oct1:45 PMRoundtable: 3 Things I Hate About My CRM1:45 PM Zone:3. Agents, Automation, and AI Fab Facilitator: Fred Lee, Chief Technology Officer, Cars.com Co-Fab Facilitator: Lynn Olson, Vice President, Customer Experience, PTP

Event Details

Ok. Let’s get real for a minute. Does anyone love their CRM? I don’t. Let’s talk about the top three reasons I hate my CRM. Customer experience should be the top priority. Yet, we constantly make it about the CRM. Everyone agrees that providing great CX is an important competency. Since when did we start equating CRM with great customer experience? This session is for you if you are fed up with making the CRM the priority. Join me in the revolution!

Key Take-Aways:

  • Insight on why having a customer experience strategy and vision is most important
  • Examples of why customers don’t care about your CRM
  • Blueprint of how CRM is the tool; not the strategy

Time

(Monday) 1:45 PM

Fab Facilitator

Fred Lee, Chief Technology Officer, Cars.com

Fred Lee Chief Technology Officer Fred Lee serves as chief technology officer for Cars.com. In this position, Fred manages the technical and data engineering teams and is responsible for the product, data, and operational platforms.

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Co-Fab Facilitator

Lynn Olson, Vice President, Customer Experience, PTP

Lynn Olson is passionate about delivering great customer experiences. As Vice President of Sales and Marketing at PTP, she has built a team and a culture that puts the customer at the heart of every endeavor.

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