Innovations in Customer Experience
Wednesday, February 21, 2018
QD3: 468 Ellis Street
Mountain View, CA 94043
Do your customers expect targeted, relevant, and timely support? While the customer expectations for support vary based on the industry and the complexity of what you’re selling, all customers expect and deserve excellent customer support. With the advance of technology, companies have high aspirations to further transform customer service. Big data, artificial intelligence and machine learning advancements are potential enablers to fuel this evolution. How are you getting ready to take advantage of these technological advancements? What are we learning as we begin this journey?
Please join ACG Silicon Valley’s expert panel as they discuss the latest challenges and smart approaches companies are taking to transform customer experience.
Our Distinguished Panel
Founder & CEO
Eric is the CEO and Founder of Prialto, Inc, a virtual assistant company based in Portland, Oregon with offices in San Francisco, Guatemala City, and Manila. Established in 2009, Prialto designs and powers business and administrative processes in support of business professionals.
As Prialto founder, Eric focuses on coaching professionals to leverage remote staff for enhancing productivity and furthering businesses growth. He also spends much of his time working to foster lasting, positive customer and employee experiences amidst a globally distributed workforce.
Before founding Prialto, Eric worked at Goldman Sachs, JPMorgan, and Citicorp Securities in both New York and Hong Kong. He is a graduate of Wharton, the University of Chicago, and Lewis & Clark College.
President & CEO
Hannah Kain is President and CEO of ALOM, a global supply chain company she founded in 1997 headquartered in Fremont, California.
Hannah was born in Denmark and immigrated to the US in 1990. She taught at Copenhagen Business School and is a published author with three university degrees and a 30 year management career. She has received the 2017 Woman of The Year in Manufacturing Gold Stevie Award, the 2017 International Women’s Entrepreneurial Challenge Award, been named a 2017 Connected World Magazine Women of M2M / IoT honoree, an SDCE Supply Chain Pro To Know in 2017, 2016, and 2015, honored as a Top 25 Champion of Diversity in STEM by DiversityGlobal Magazine, won the 2015 Manufacturing Institute STEP Ahead award, the 2015 YWCA Tribute to Women award, the 2014 NWBOC Eclipse award, inducted into the Silicon Valley Capitol Club wall of fame in 2012, named a WBENC Business Star in 2012, won the global Vistage Leadership Award in 2011, and named a “Woman of Influence” by the Silicon Valley/San Jose Business Journal in 2009.
Hannah is a Board member of WBENC and the National Association of Manufacturers. She is the former Chair of the Silicon Valley Board for the Women’s Initiative. She serves on the Advisory Council of Heritage Bank of Commerce and The Michelle R. Clayman Institute for Gender Research at Stanford University. Kain is a member of the exclusive invitation-only Committee of 200 for executive women.
Founder & CEO
Zoom Video Communications
Eric S. Yuan founded Zoom in 2011. Prior to starting Zoom, Eric was Corporate Vice President of Engineering at Cisco, where he was responsible for Cisco’s collaboration software development. As one of the founding engineers and Vice President of Engineering at WebEx, Eric was the heart and soul of the WebEx product from 1997 to 2011. Eric proudly grew the WebEx team from 10 engineers to more than 800 worldwide, and contributed to revenue growth from $0 to more than $800M.
Eric is a named inventor on 11 issued and 20 pending patents in real time collaboration. In 2017, Eric was added to the Business Insider list of the 52 Most Powerful People in Enterprise Tech. Eric is a graduate of the Stanford University Executive Program.
CEO & Chief Analyst
Bill Wreaks is CEO & Chief Analyst of the Gramercy Institute, an industry think-tank focused on the intellectual and educational needs of senior marketers from the world’s leading financial firms brands. Gramercy Institute is the largest global network for senior financial marketers in the world. Wreaks is a graduate of Washington & Lee University’s School of Commerce, Economics & Politics. He holds an MBA in International Business from The Katz Graduate School of Business at The University of Pittsburgh. Wreaks founded The Gramercy Institute in 2002. Prior to this, Wreaks served as Managing Director of Doremus Media Group (Omnicom) in New York.
Based in New York City, the Gramercy Institute hosts over 20 in-depth forums for senior financial marketers each year worldwide in New York, London, Hong Kong, San Francisco, Boston, Chicago, Philadelphia and Philadelphia. Gramercy Institute hosts three important industry recognition programs; “Gramercy Financial Marketing Strategy Awards,” “20 Rising Stars in Financial Marketing” and “Financial’s Top 12 Agencies.” GI’s member firms include 38 of the world’s leading banks and financial firms. GI’s constituents include over 7,000 financial marketing professionals worldwide.
Senior Director, Customer Experience
As Senior Director of Customer Experience at Bloom Energy, Reginald Chatman is responsible for delivering Customer Care, executing a global Customer Loyalty strategy, and managing Customer Success for all of Bloom’s customers. He has nearly 30 years’ experience working at global brands such as Apple, Cisco, SanDisk and now Bloom.
Chatman holds a bachelor’s degree in Industrial Engineering from Louisiana State University and an MBA from the University of Colorado, Colorado Springs. He is also a certified PMP and Six Sigma Green Belt.
Chief Data Science Officer
Matt Denesuk has devoted his life to using math & data to make the world work better. He is currently the Chief Data Science Officer of Noodle.ai, which is working with large enterprises globally to bring the latest AI technologies to make them increasingly data driven, software defined, and constantly improving.
Prior to Noodle, he was the Chief Data Science Officer at GE, and the GM of their Data Science Center of Excellence, where he built a global data science consulting and product organization devoted to making “Industrial IoT” real for GE and its customers. Prior to that, Matt led Smarter Planet Modeling & Analytics at IBM Research, where he led analytics-based programs in Financial Optimization, CRM, Social Media, Text Analytics, Environmental Management, and Industrial Operations Management. He was also a Partner in IBM’s Venture Capital Group focused on Analytics and on Cleantech, and spent time leading new business incubations from the Research Labs.
Prior to IBM, Matt was an entrepreneur in the consumer goods space, and a University Professor. Matt has B.S., M.S., and Ph.D. Degrees from MIT and the University of Arizona.
Our Distinguished Moderator
James C. Chapman, Esq.
Jim is a partner at Rimon P.C. where he focuses his practice on securities law, venture capital, mergers and acquisitions, and international business transactions. He counsels publicly traded and privately held clients on public offerings, private placements, debt financings, venture capital transactions, mergers and acquisitions, and related transactions. Jim also represents venture capital firms, angels, and family offices in their investments. With 30 years of experience in corporate and securities law, he has represented clients in over 300 mergers, acquisitions, and financing transactions.
Although he has been involved in transactions all over the world, Jim was also an early pioneer in representing companies in cross border transactions between the US and China. These transactions include both assisting Chinese companies investing and raising capital in the U.S. and helping U.S. enterprises acquire Chinese companies, transfer technology, enter into joint ventures and operate, in China. Jim has also been involved in negotiating resolutions to some of the most high-profile disputes involving US companies operating in China.
Jim’s US-China experience extends to a wide variety of industries including media, mobile, software, semiconductor, alternative energy, nanotechnology and pharmaceuticals. He has been recognized by Finance Monthly Global Awards, ACQ5 Global Awards and Corporate Live Wire as “China Investment Attorney of the Year” for 2015, 2016 and 2017 and by Corporate Intl Legal Awards and Global Law Experts as “China Investment Attorney of the Year- California” for 2015 and 2016. Prior to joining Rimon P.C, Jim was a partner with Morgan Lewis & Bockius LLP, a leading international law firm.