Your CX Instructors
As our Faculty Chair, Carol Buehrens is the author of the best-selling customer experience book Happy RAVING Customers! Carol is a leading customer experience expert and speaker, and has been 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.
Carol’s passion for improving customer experience has resulted in numerous awards, including the prestigious “CX Innovation Award” from the Customer Experience Professionals Association (CXPA), ICW Group CEO Award, the Liberty Mutual Star Award, and is listed in the World's Top 30 Customer Service Professionals.
A Founding Member and Expert Panel Member of the international Customer Experience Professional Association (CXPA), Carol is also an active member of the San Diego Customer Experience Special Interest Group (CX SIG), and Professor at California State University Fullerton and University of California San Diego.
JC is a best-selling author and researcher focused on the psychology and process that leads to quality stakeholder relationships. His impressive career spans over 25 years of leadership guiding Customer Experience, Employee Engagement, and Channel Alliance efforts for SAGE, ADP, HP, and DXC Technology in Managing Partner, Regional Vice President, and Global Head of Innovation roles. He holds advanced degrees in Organizational Psychology and dedicates his research to developing corporate cultures that promote genuine relationships with all of its stakeholders. He currently lectures on relationship psychology and human-centered design topics at 11 U.S. universities.
Erich Dietz is the Vice President of Worldwide Strategic Accounts for InMoment. He
has over 15 years of executive experience spanning consulting, business development,
and solutions architecture. Erich joined InMoment in 2003 and primarily works with
InMoment’s large, complex client organizations within their B2B, B2B2C, and B2C markets.
Erich partners with clients to architect and implement Customer Experience Management
(CEM) & Voice of the Customer (VoC) programs that enhance critical business measures
including; revenue generation, operational efficiency, cross-channel service alignment,
customer retention, base management, loyalty, and brand advocacy. He is also a designated
CXPA Expert and regular contributor to the community’s Google+ Hangouts and other
events.
Prior to InMoment, Erich was a Management Consultant for several global consulting
firms. He holds a B.S. in Industrial Engineering from Rutgers School of Engineering.
JP Saini is a C-level IT executive for a B2B company with 20 years of in-depth business,
technology, operations experience and strong leadership skills. Developed from his
portfolio of business, technology and operations experience is his ability to advance
the overall strategic direction of information technology in alignment with strategic
business plans, growth goals and position IT as a strategic business enabler and partner.
His sharp focus on Excellence is driven by his knowledge of client service and performance
based metrics.
Mr. Saini has been successfully managing IT business and strategy through the harnessing
of technology for business growth and profitability, risk mitigation, and the identification
of commercial opportunities.
Micheal is Head of Customer Success and Engagement Operations at Newsela, and oversees strategic direction of all critical Customer Experiences, including product adoption, customer service satisfaction and revenue increase through up-sell opportunities. Previously, he served as the Managing Director of Global CX and Operations for the New York Times.