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The Spring 2020 CXM Best Practices Symposium will feature the CX of M Industry's Best Practices Awards Winners who have been recognized for their best practices, innovative techniques, and exceptional results in the field of customer experience management. This is an opportunity to learn, share and grow from leading CX professionals who will discuss topics covering understanding the customer, experience design, employee engagement, and customer feedback & continuous improvement. 

Tom DeWitt: President

Tom DeWitt, Ph.D., serves as the Director of CXM@MSU, which partners with industry in advancing the field of customer experience management through a variety of initiatives, including best practices symposiums, professional certification, workshops, consulting, research, and course projects. In addition, Dr. DeWitt is a fixed-term faculty member in the marketing department, teaching a broad array of marketing courses. 

 

Tom joined Michigan State University after serving 11 years at the University of Hawaii at Hilo, where he was an Associate Professor of Marketing and the founder and director of the university's Office of Applied Learning Experiences.  Before moving to Hawaii, he served on the marketing faculty of Bowling Green State University, where he played a significant role in the founding of the university's Institute for Excellence in Services. 

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Laura Marie Casey:  Vice President - Communications

Laura Casey has over 23 years of marketing experience in customer experience (CX) strategy, customer relationship management (CRM), marketing strategy and operations, primarily in the automotive industry.

 

As an Assistant Manager with GM’s Global Customer Experience Group, she designs CX strategies with a broad range of GM teams.  She uses customer data to provide deep insights and tactics to help teams deliberately design and deliver the right customer experiences.

 

Previous roles in her 12-year career with GM include managing subscriber loyalty marketing strategy for OnStar and leading consumer-facing digital marketing programs and CRM activities partnering with SIRIUS|XM Radio.  Prior to GM, she spent almost eight years at Carlson Marketing Worldwide, where she worked on various marketing projects for her automotive clients, including Saturn.

 

Casey holds an MBA with an Interactive Marketing Certificate and a Master of Science in Management from Walsh College. She graduated from MSU with a BA in Social Relations and a BA in French.

 

 

 

Bob Kiple: Vice President - Career Development

At General Motors for over 25 years, Bob delivered results by developing and integrating effective, award-winning marketing programs across different media channels and in different countries.  Bob’s successfully launched many vehicles at Cadillac, GMC, HUMMER and Chevrolet, winning numerous marketing and advertising industry awards. 

 

Over the last 10 years, Bob’s been in the global arena, including stints in Dubai and New Delhi, and served as Buick’s “ambassador to China”.  Bob also led the harmonizing of Chevrolet global marketing and was responsible for improving customer experience in Chevy showrooms worldwide.

 

Bob holds an MBA from Michigan and a Marketing BA from Michigan State.

 

Recently retired, Bob spends his time enjoying life with his wife and two kids, riding his road bicycle, and tinkering with his car collection.

 

 

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Greg Iszler: Vice President - Professional Certification 

Greg brings a truly holistic perspective to Customer Experience. His career has spanned senior executive roles in brand, digital, and retail agencies, and leadership responsibilities across consumer research, business strategy, media planning, and analytics. His expert strategic insight and marketplace vision have helped guide some of the world’s most recognized brands in travel and hospitality, CPG, financial services, retail, consumer electronics, food & beverage, home goods, and automotive.

 

Greg was a member of the first class of CX professionals to be certified by the CXPA seven years ago. After launching a pure CX consultancy in 2013, Greg later folded his distinctive, brand-building CX approach into the nation’s largest independent shopper agency. He now oversees Client Services in Detroit for Huge, one of the world’s fastest growing experience agencies.

 

 

Margaret Stephens:  Vice President - Awards and Recognition 

Working in the cable and telecommunications industries at both AT&T and Comcast for close to 30 years, Margaret developed a passion for providing an outstanding customer experience.  She lead initiatives that improved the end user experience, the customer experience and the employee experience.  Margaret won awards such as the President’s Award at AT&T for her outstanding customer support. 

 

At Comcast, Margaret produced highest in the division customer satisfaction results, team KPI success rate results and won multiple awards based on both her team’s performance.

 

In Margaret’s current role as the Customer Experience Manager at the Capital Area Transit Authority, implementing Customer Experience certification for the CX Representatives on her team is just one of the many steps she has taken to improve the customer experience.

 

Margaret holds a Bachelors degree in Business Administration from Eastern Michigan University.

 

 

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Michael Baskin: Vice President - Membership

Michael has spent the last 10 years as a Partner and Lead Strategist for Stone Mantel, a boutique insights consultancy focused on helping brands discover, design and implement innovative customer experiences. All in service of the only thing that matters, creating deeper, more engaging mutually beneficial relationships with customers. As a partner he has led numerous CX engagements for clients such as SunTrust Bank, U.S. Bank, Novo Nordisk, Royal Caribbean International, and Kelly Services.

 

Prior to joining Stone Mantel, he spent 25 years in Detroit at some of the leading advertising agencies where he achieved the position of Executive Vice President. In that role he directed brand and integrated communication strategy for industry-leading Fortune 500 companies that included PNC Financial Services Group, Owens Corning, Lowe’s Home Improvement Warehouse and HGTV.