Wisconsin Customer Experience Symposium

Dr. Natalie Petouhoff

Author & Thought Leader

“We can imbue technology with our hopes and dreams for a future focused on bettering humanity. We just need to understand what we are optimizing for and why.” – Dr. Natalie Petouhoff

As a Business Consultant, Natalie helps brands reduce costs and increase revenue by transforming the customer and employee experience. Many companies think she wants them to spend more for empathy to work as a business concept. She’s not advocating pizza parties or creating Kumbaya factories. Dr. Natalie is asking executives to evaluate how and on what they are spending now.

Empathy in Action means spending less, which is particularly important in this economic climate. Only with a focus on empathy will they receive increases in savings and revenue. Many are puzzled by this paradigm until they see it in action. Empathy means action, action informed by feedback from the two most important assets in a company—customers and employees.

Natalie’s career spans many years in technology and customer and employee experience, holding positions in and consulting at companies including Salesforce, Hulu, Marriott, General Motors, General Electric, Sony Pictures Entertainment, Weber Shandwick, Forrester Research, PWC Consulting, Hughes Electronics, Pepsi, Verizon, Best Buy, Procter & Gamble, Chevrolet, and Electrolux.

Tom DeWitt, Ph.D.

Author & Educator

Tom DeWitt, Ph.D., is the Founder and Former Director of CXM@MSU, an entity designed to advance thought and practice in customer experience management through a variety of industry-facing initiatives. He is also the architect and Academic Program Director for North America’s first master’s degree in customer experience management (MS-CXM), which is housed in the Broad College of Business at Michigan State University.

Dr. DeWitt 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. At the University of Hawaii at Hilo, he was twice recognized as the Delta Sigma Pi College of Business and Economics Faculty Member of the Year and by the university with its Distinguished Service Award for Improving Student Life. Before moving to Hawaii, he served on the marketing faculty of Bowling Green State University, where he played a significant role in founding the university’s Institute for Excellence in Services. Dr. DeWitt has also taught in Asia, including ten summers at Hankuk University of Foreign Studies (teaching Asian consumer behavior in Seoul, South Korea) and as one of China’s first full-time foreign hospitality management instructors.

Dr. DeWitt has worked to advance the field of customer experience management by delivering workshops and consulting projects in the USA and abroad, most notably in the healthcare, financial services, and tourism industries. He earned his doctorate degree from Florida State University, where he received an award for teaching excellence. Dr. DeWitt had a long career in hospitality management, including serving as the Vice President of Business Development for Incofood Management Services in Singapore, where he earned his MBA from Nanyang Technological University.

Hear from partners across the University of Wisconsin–Madison, whose programs strengthen the next generation of CX leaders and professionals.

        

Wisconsin Customer Experience Symposium: Registration

Our pricing structure is below. Your registration includes virtual participation in the live event and exclusive access to post-conference videos and materials through the end of the year.

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