Jennifer Maldonado

Sr. Business Analyst, Voice of the Gamer Program Owner
Activision Inc.

Jennifer has served in dedicated Voice of the Customer and Customer Experience roles for 8 years, and was recently one of 6 customer experience practitioners globally who were recognized with the 2015 CX Impact Award . She is the program owner of Activision’s Voice of the Gamer program and manages the company’s Customer Service Analytics team. Previously Jennifer held titles of Sr. Program Manager, Global Client Experience for Cornerstone OnDemand, and Customer Experience Program Manager for the Business of Law Software Solutions division of LexisNexis. Her expertise is in organization-wide Enterprise Feedback Management efforts including CSAT, Net Promoter, Customer Effort Score, Closed Loop Feedback, and Client Advisory Board programs. Jennifer places a heavy focus on process redesign and foundational work enabling trustworthy data and actionable insights, as well as on fostering a client-centric culture by way of storytelling and socializing the Voice of the Customer.

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

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CX Culture & Engagement

Tuesday, October 3rd, 2017

14:00 Presentation: Hoard No More: Operationalizing Customer Feedback And Closing the Loop

A Voice of the Customer program is doing stakeholders and customers a disservice if it keeps all the company's valuable insights to itself. Learn not to be a data hoarder with these best practices for socializing learnings high and wide across the organization in formats appropriate for each distinct audience. Also learn how to take the extra step of closing the loop with customers, to ensure they know their voices were heard and encourage continued and even increased levels of feedback.
Learning objectives:
• Learn successful approaches for getting the right data into the right hands at the right time to optimize actionability
• Be exposed to multiple ways to present Voice of the Customer insights in audience-centric manners
• Discover successful approaches for closing the loop with the customer to help drive future engagement

15:40 CX Leaders Champagne Roundtables

Table 1: Connecting your brand vision with your customer experience strategy
Moderator: Melina Young, Director, Marketing, Verity Credit Union

Table 2: Three trends for CX success
Moderator: Sarah Simon, VoC Consulting Director, Confirmit

Table 3: CES 2.0, Is It Worth The Effort?
Moderator: Jennifer Maldonado, Senior Business Analyst, Voice of the Gamer program owner, Activision

Table 4: How to build a robust social customer care strategy
Moderator: Janet Song, SVP, Member Services, Dollar Shave Club

Table 5: Engaging non-customer facing employees with your CX strategy
Moderator: Claudia Vale, Customer Experience Manager, CCXP, John Deere L. America

Table 6: Customer experience programs: what’s working?
Moderator: Karen Kallet, Chief Digital Officer, SVP, Marketing BofI Federal Bank

Table 7: Establishing an enterprise-wide customer experience steering committee
Moderator: Rob Scruggs, Former Director, Customer Experience, E*TRADE

Table 8: Social media for CX: lessons learned
Moderator: Alessa Martin, Director of Marketing, Tacori

Table 9: Topic Pending

Moderator: Kathleen Jezierski, President & COO, COPC

Table 10: Transforming customer engagement to grow revenue

Moderator: David Caldeira, SVP, Product & Solution Marketing, Kofax from Lexmark

Table 11: Approaches and techniques for customer journey mapping

Moderators: Anne Cramer, Customer Success Manager, SuiteCX, Valerie Peck, CEO, SuiteCX

Table 12: How language technology drives customer satisfaction up and call volume down
David Hetland, Sales, Systran Group, Craig Stern, Marketing, Systran Group