Delivering Customer Satisfaction that Drives Transformational Growth to be Presented at Customer Contact East: A Frost & Sullivan Executive MindXchange

Event will highlight critical customer service imperatives and reveal survival strategies for customer engagement leaders

Mar 01, 2016, 09:10 ET from Frost & Sullivan

MOUNTAIN VIEW, Calif., March 1, 2016 /PRNewswire/ -- Frost & Sullivan is pleased to announce the 12th Annual Customer Contact 2016, East: A Frost & Sullivan Executive MindXchange, taking place April 17-20, 2016 at Disney's Grand Floridian Resort & Spa in Lake Buena Vista, Florida.

Featured keynote speakers include SunTrust Bank Director of Insights and Client Experience Senior Vice President Jeffrey VanDeVelde, as well as Lenovo Vice President & General Manager of Global eCommerce Ajit Sivadasan.  

To register for the 12th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange, or to view the event agenda, please visit:    

Jeffrey VanDeVelde is one of today's leading innovators. His focus is on understanding consumer behavior and applying this knowledge to help organizations drive the changes necessary to create more loyal and engaged customers and employees, in addition to aiding organizations succeed in the rapidly evolving customer service marketplace. His articles have appeared in publications such as the Harvard Business Review, Digital Management Inc. (DMI) Magazine and BAI Banking Strategies.

VanDeVelde's keynote presentation, The Secret Sauce: Empathetic and Engaged Agents!, is aimed at empowering agents to deliver the superior customer experiences that are critically necessary to compete in an era when so many interactions are happening digitally. VanDeVelde will reference supporting research that suggests that today's evolving consumer still places a high value on human interactions even though they are currently happening less often. Furthermore, he will explore the fact that these interpersonal experiences have the opportunity to create greater loyalty and advocacy among important target audiences, followed by insights on how to sell this crucial concept to the C-Suite.

Ajit Sivadasan's keynote, At the Leading Edge of a Personal Customer Experience, will explore how global e-commerce company, Lenovo, is the front runner in utilizing customer experience design, user behavior, and experience analysis to fully understand customer needs in order to provide customers with the exceptional care necessary to compete in the digital age. He will then explain how great Customer Experience (CE) helps brands differentiate themselves from their competition and over time helps them to become exceptional.

In addition, Sivadasan will provide insight on the critical, current Customer Experience drivers in organizations and explain how they influence Lenovo's approach to CE within the eCommerce space. He will reveal a framework to measure key metrics that help organizations monitor progress and offer insight on evolving CE experiences. This session will be based on the latest advances in Big Data and other state-of-the-art technologies.

Sivadasan manages the Global Web strategy for Lenovo across over seventy countries, overseeing online sales via B2C and B2B channels. Over the last nine years he has architected and built Lenovo's web capabilities with an internal team spread across ten countries, substantially growing the business.

This cutting-edge event will offer customer contact industry Vice Presidents, Directors and other senior level executives the opportunity to benefit from:

  • Truly innovative case studies and best practices
  • Dynamic collaboration zones that foster disruptive and transformational thinking
  • Panel discussions led by industry trailblazers
  • Networking opportunities with peers and professionals leading the way in customer experience

For additional information about Customer Contact East, please email

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SOURCE Frost & Sullivan