As 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.
JC Quintana is a fervent believer in the importance of winning and keeping customers, employees, and business partners through similar relationship-building strategies. His impressive resume includes entrepreneurial and senior executive roles over global, multiregional and multicultural initiatives in customer experience, customer relationship management, human capital, and channel alliances programs for companies that have included DHL, SAGE, ADP, and Hewlett-Packard.
JC is the author of Speaking Frankly About Customer Relation Management and Serious Relationships, both focused on identifying the core components of business relationship success and better adoption of the strategies and technology that support them. He is the founder of education and adoption company Corporate Relationship Group, and lives in Kennesaw, GA.
Michael is known for creating, improving and executing Collaborative Design Thinking sessions and Customer Experience frameworks across diverse industries at different stages of growth. He has worked with companies such as Spotify, The New York Times, Dow Jones, Tech start-ups, and Telecom providers globally.
JP 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.
Erich 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.
Jordan Zimmerman is Founder, Chairman and architect of Zimmerman Advertising, now the 14th largest advertising agency in the world with published billings in excess of $3 billion. In 2015, Jordan co-founded Zschool, an educational consulting firm focused on helping universities develop world-class executive education programs.
John S. Werner
John Werner is an Electromagnetic Compatibility and Product Safety design engineer with over 13 years of experience working in the infrastructure division on IBM Z, Power, and Quantum systems. He works on PBC board physical design, performs PCB and product packaging simulations, and performs hardware testing in reverberation and semi-anechoic chambers to reduce electromagnetic interference and ensure that servers and their components meet worldwide EMC standards. He also ensures robust product safety guidelines are followed during server development, performs testing, and obtains safety certifications to enable worldwide shipment. John is a Master Inventor and has filed over 170 patents.