Carol Buehrens

Principal, Customer Experience Strategist
ICW Group Insurance Companies

Carol Buehrens is an author, keynote speaker and educator, focusing on 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. Her passion for improving customer experience has resulted in numerous awards, including the “CX Innovation Award” from the Customer Experience Professionals Association (CXPA), ICW Group CEO Award, and the Liberty Mutual Star Award.

Carol provides workshops as well as University-level education on Customer Experience. She is an Adjunct Professor and Leadership Board Member at Rutgers University for the Customer Experience Program, and is an Adjunct Professor at California State University Fullerton and University of California San Diego. She is also a Founding Member and Expert Panel Member of the international Customer Experience Professional Association (CXPA), and an active member of the San Diego Customer Experience Special Interest Group (CX SIG).

Check out the incredible speaker line-up to see who will be joining Carol.

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Your CX Roadmap

Sunday, September 3rd, 2017

13:00 Customer : Empathy : Ideate : Improve! Initiating Your Own Customer-First Design Process

Becoming an “Outside-In” organization doesn’t happen overnight – it’s a sea change that requires a deep, cultural shift. It impacts everything you do as an organization, including how you approach your projects. While there are many on how to implement a customer-focused design framework, most agree that you start with knowing your customers, developing empathy, and then to make the case for change, thereby freeing the boundaries for creative thinking and innovation. Participants in this hands-on, interactive session will learn techniques extracted directly from the Customer Experience Certificate Program at Rutgers University:

• Practice techniques to promote empathy.

• Empower employees to improve the lives of their customers.

• Discuss potential challenges and how to overcome them.