USAA Senior Vice President Tom Grothues to Discuss "Cultivating the C-Suite" at 11th Annual Customer Contact 2015, West: A Frost & Sullivan Executive MindXchange

Interactive event will offer omni-channel solutions to meet rising customer expectations

Aug 11, 2015, 07:48 ET from Frost & Sullivan

MOUNTAIN VIEW, Calif., Aug. 11, 2015 /PRNewswire/ -- Frost & Sullivan is pleased to announce that Tom Grothues, USAA Senior Vice President of Sales and Service, will be a featured keynote speaker at the 11th Annual Customer Contact 2015, West: A Frost & Sullivan Executive MindXchange, taking place October 18-21, 2015 at Loews Coronado Bay Resort & Spa, San Diego, Calif.

Grothues' presentation, "Cultivating C-Suite Believers," will explore strategies for building customer contact acumen across the organization, starting at the C-Suite level. In addition, he will offer guidelines for gaining critical investments in people, processes and technology, which are necessary to create a successful and profitable customer service experience in today's omni-channel arena.

Grothues joined USAA, an integrated financial services company, in 1991. He has held a variety of positions including Manager of Insurance Operations, Executive Director, Assistant Vice President and Vice President of Policy Service, Vice President of Marketing – Client Management, as well as Vice President – Office of Alliance Management. 

The opening keynote presentation, "Embracing and Managing Change in a Hyper Speed World," will be given by Erica Javellana, Speaker of the House, Zappos Insights Company. Javellana will examine how Zappos shakes things up by placing company culture first, and how that extends to her organization providing a first-class customer experience.

Additionally, Robert Spector, a noted Customer Experience expert and author of The Nordstrom Way: The Inside Story of America's Number One Customer Service Company, and Get Big Fast, will be the third keynote speaker. Spector will speak about the key components of world-class customer service and the latest strategies around customer service innovations.

Katie Laird, Director of Social Care,, will lead a session entitled, "Beyond the Comment Card: How to Increase Profits and Happiness with Customer Feedback." Scott Gaines, Vice President of Strategic Initiatives, Hertz, will address "Video Customer Care: At the Tipping Point?" in his timely session.

"We're excited to have such a diverse and accomplished panel of industry leaders offering strategies to meet new anytime, any channel, customer service expectations," said Frost & Sullivan Partner Brian Fitzpatrick. "The event will give participants numerous actionable ideas and best practices to take back to their organizations."

The 11th Annual Customer Contact 2015, West: A Frost & Sullivan Executive MindXchange will offer Presidents, Vice-Presidents and other executives in the Customer Contact arena:

  • Case studies and executive insights
  • Interactive collaboration zones
  • Expert panel discussions
  • Peer-to-peer networking opportunities

To register and download the event agenda for the 11th Annual Customer Contact 2015, West: A Frost & Sullivan Executive MindXchange, please visit:

For additional information, please email: or call Matthew McSweegan at 516-255-3812.

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SOURCE Frost & Sullivan