MAKING THE CUSTOMER HAPPY: INNOVATION & BEST PRACTICES
WEDNESDAY, OCTOBER 18, 2017
[1:30 - 4:45 pm]
James Allen Center - McCormick Auditorium
EVENT CO-CHAIRS:
Hani S. Mahmassani - William A. Patterson Distinguished Professor of Transportation & Director, NUTC
Breton Johnson - Associate Director, NUTC & Director, CCITT
AGENDA & PRESENTATIONS
1:30 – 1:35 pm – Welcome
Hani Mahmassani, Director, Northwestern University Transportation Center
1:35 - 1:45 pm – Opening Remarks
Frank Bush, Analytic Business Consulting Practice Director, Travel & Transportation, Teradata
1:45 - 3:00 pm – Speakers - Session 1
Owning The End-To-End Customer Experience with Internet-of-Things (IOT) [PDF]
- Julius Jung, Managing Director, FeedbackNow USA
There’s a customer engagement eco system. Does it inform you today? [PDF]
- Tom Collinger, Associate Professor and Executive Director of Medill IMC Spiegel Digital & Database Research Center, Northwestern Universityt
The digital transformation of customer experience in the travel industry [PDF]
- Thomas O'Toole, Clinical Professor of Marketing, Senior Fellow, Kellogg School of Management
3:00 – 3:20 pm – Networking Break
3:20 - 4:00 pm – Speakers - Session 2
Aspirational Design Drives Consumption [PDF]
- Walter Herbst, Charles Deering McCormick Distinguished Clinical Professor; Director of the Master of Product Development Program, Northwestern University
Customer, I Hear You! Do You Hear Me? [PDF]
- Jodi Navta, Chief Marketing Officer, Coyote Logistics, a UPS Company