Data Analytics Special Interest Group

Data-driven Customer Experiences

Facilitated by Therese Steiner, LexisNexis

In this presentation, Therese will share experiences using data analytics to experiment with voice virtual agents and chat service containment. We’ll talk about designing the intended customer journey, business process modeling, and leveraging data insights to iterate on the experience. We’ll share lessons learned and invite interactive discussion on how technology and analytics is impacting contact centers and customer experience delivery.

Therese Steiner is the Global Customer Success Director of Strategy & Operational Effectiveness at LexisNexis, where she has worked for over 20 years in roles related to Customer Support and Experience, Business Analytics, Continuous Improvement, and Operational Effectiveness.   

Therese is an ASQ Certified Six Sigma Black Belt and currently serves as a member of the ASQ Board of Directors as well as being the US East North Central Region Director.  She is a local network lead for the Customer Experience Professional Association (CXPA), where she co-founded the Dayton / Cincinnati Chapter.  Therese has been a speaker at industry conferences including ASQ WCQI, ASQ Innovation Division conference, CXPA local events, OPEX Business Transformation Week, and OPEX World Summit.   She co-authored the ASQ-published book, F Notes: Facilitation for Quality.

Therese is a Certified Customer Experience Professional (CCXP) through CXPA and a Certified Business Process Management Professional (BPMP) through BPM Institute. She holds a Bachelor degree in English/Communications from DeSales University and a Juris Doctorate from the University of Dayton School of Law.  

Interested in sponsoring this meeting? Contact marketing@technologyfirst.org