Tony Drummond

VP, Customer Experience
Manheim

Tony Drummond is Vice President, Customer Experience at Manheim, the world’s leading provider of vehicle remarketing services. His responsibilities include operationalizing the voice of the customer through experience design, delivery and measurement in a high-touch and increasingly digital B2B auction environment. Prior to joining Manheim, Tony was Associate Partner, IBM Global Business Services, where he provided customer-centric business transformation advisory services to clients in the Media, Entertainment and Telecommunications industries.

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

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Your CX Roadmap

Sunday, September 3rd, 2017

09:45 Panel: Translating Customer Experience Improvements Into Clear Business Value For Your Organization

As a CX leader, you are constantly looking for new ways to improve the end to end customer journey. Upon completing an initiative or project, how are you connecting your results with ROI?
Panelists will discuss how to best:
• Link CX to financials at a more granular level
• Translate CX stories into language that resonates best with the C-suite
• Foster continued buy-in by showing a clear connection between CX improvements and business results

15:40 CX Leaders Champagne Roundtables

At NGCX you’re in control! Get involved in our unique, open-mic, peer-to-peer tables for the best conversations you’ll have all year. Talk about your key challenges and hear how other organizations are overcoming them. Rotate once for the chance to join two roundtables!

Topics:

Table 1: Tips and tricks CX can apply from UX methodologies
Moderator: Rob Scruggs, Former Director, Customer Experience, E*TRADE

Table 2. You’re doing it wrong: where customer expectations and your execution diverge
Moderator: Eric Feinberg, VP, Marketing, ForeSee

Table 3: Are customer surveys dead? What’s next?
Moderator: Tony Drummond, VP, Customer Experience, Manheim

Table 4: Cracking the code: proving how and where employee behavior drives loyalty and revenues

Moderator: Brennan Wilkie, SVP, Customer Experience Strategy, InMoment

Table 5: Guiding a customer-centered digital transformation
Moderator: Jill Gutterman, Digital Transformation Leader, 3M

Table 6: The value of mentoring in a self-managed environment

Moderator: Erika Paman-Mercado, Customer Loyalty Operations Supervisor, Zappos Family of Companies

Table 7: The 3 I's of a killer social media plan

Moderator: Nicole Schwartz, VP, Marketing & Social Media, Sprinkles Cupcakes

Table 8: Tips for better managing customer complaints

Moderator: Leigh-Anne Spokane, Senior Director, Customer Experience & Integration, American Cancer Society

Table 9: Integrating CX and transformation initiatives

Moderators: John Corrigan, VP, Customer Experience, ACT & Janet Godwin, COO, ACT

Table 10: Democratizing insights for superior customer experiences

Moderator: Henrietta Akpata, IBM Tealeaf Product Marketing Leader, IBM Commerce, IBM, IBM

Table 11: The 5 Must Haves To Supercharge Your Customer Experience

Moderator: Brad Marg, COO, Clutch

Table 12: Customers Say It, Type It, Click It. Do You Have All Your Listening Posts Covered?

Moderator: Nancy Porte, VP, Global Customer Experience, Verint Systems, Inc.

Table 13: The big potential of small data: How to bridge the gap between NPS and CSAT surveys, actionable insight and customer experience

Moderators: Jenna Dorman, VP, Technology & Communications, VisionCritical

Brian Burke, Director, Seller Experience, eBay, Inc