I. Sustained Growth Roadmap:
Customers at the Heart of Your Business

September 17-18
San Francisco Marriott Marquis

Who: Senior executives with multi-discipline responsibility
Why: Organizational agility to meet rapid customer and competitor shifts is vital to sustained growth
What: Facilitated interactive exploration of success factors
Where: San Francisco
When: September 17-18, 2018
Outcomes: You’ll take away a high-level blueprint for shifting to a customer culture
Next Steps: Socialization of your blueprint; Symposia II: Sustained Growth Factors



Agenda – Monday, September 17th

10-11:30 AM New Breakaway Factors in the 21st Century

  • Themes affecting customers’ actions with consequences to your culture
  • Contrast effective and ineffective customer-dominant cultures
  • Gap between presented brand vs. experienced brand

11:30-1 PM Breakaway Roadblocks in Workplace Interactions

  • 3 functional cultures – and more in-play
  • Silos’ effects on growth
  • Unifying theme for bridging silos

1-1:30 Break

1:30-3 PM Working Lunch

3-4:30 PM The Technology Blizzard: Hype & Humanity

  • Elements of culture affected by tech change
  • Digitization as a pathfinder for bridging silos
  • The agility roadmap

4:30-6 PM Customer Experience Excellence: A Full Team Sport

  • Core processes of customer experience delivery
  • Functional accountabilities: resources and targets alignment for rapid responsiveness
  • Moving from silos to co-ops

Agenda – Tuesday, September 18th

8:30-10:30 AM Creating the Breakaway Culture Roadmap

  • Customer culture, workplace culture, digitization and agility
  • Organizing per customer experience requirements



Facilitators: ClearAction Advisory leaders have long pedigrees of driving customer-centered culture and growth as execs in Fortune 500 companies

Carol Borghesi Carol Borghesi
ClearAction Senior Advisor
Former roles:

  • TELUS SVP of Customer First Culture, SVP of Client Experience
  • Bharti Airtel Director of Customer Service
  • British Telecom Managing Director of 21st Century Customer Experience, Managing Director Customer Contact Centre
  • BCTel Mobility VP Sales
  • UK Customer Contact Association Chair
Bill Cusick Bill Cusick
ClearAction Senior Advisor
Former roles:

  • Zurich VP of Customer Experience & Brand Management
  • Siren Interactive VP of Creative Services
  • Vox Founder & CEO
  • Allstate Manager of Marketing
  • Author: All Customers are Irrational – Understanding What They Think, What They Feel, & What Keeps Them Coming Back
Dennison DeGregor Dennis DeGregor
ClearAction SVP Worldwide Customer Experience Strategy
Former roles:

  • Hewlett-Packard Managing Director of Worldwide Customer Experience Services
  • Tata Chief of Customer Experience Strategy
  • Bank of America SVP of Customer Experience Strategy & Operations
  • Allstate VP of Customer Experience Strategy & Operations
  • Merrill Lynch VP of Customer Information Management & CRM
  • CenturyLink Corporate VP of CRM
  • Author: The Customer-Transparent Enterprise
  • Board of Directors: Allakazam
Lynn Hunsaker Lynn Hunsaker
ClearAction Chief Customer Officer
Former roles:

  • Applied Materials Head of Corporate Quality, Director of Marketing & Business Development, Manager of Customer Satisfaction Improvement
  • Sonoco Manager of Strategic Information
  • UC Berkeley Extension, SJSU, UCSCX Adjunct Faculty
  • Author: Innovating Superior Customer Experience
  • Board of Directors: ClearAction Continuum, Customer Experience Professionals Association
  • Silicon Valley American Marketing Association President

Registration: USD $3,500 includes lodging Monday evening and meals


ACH Information:

  • JP Morgan Chase Bank
  • Routing: 322271627
  • Account: 226579552
  • ClearAction Continuum, Inc.
  • 1030 East El Camino Real #183
  • Sunnyvale, CA 94087 USA
  • tel +1 877 236 7644
  • operations contact: Mr. JD Lewis

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