IT's Role in Enhancing the Customer Experience
- James Lutz, Vice President of IT Enterprise & Infrastructure Business Systems, USAA
IT's contribution to the total customer experience is critical and growing in every industry. USAA is a company known in the financial services industry for excellent customer satisfaction and customer retention. James Lutz, VP of IT Enterprise and Infrastructure Business Systems, will lead a discussion on the role IT plays in improving the customer experience.
About the Presenter
James Lutz is Vice President of IT Enterprise and Infrastructure Business Systems at USAA. His career at USAA spans over 26 years. James graduated with a BBA in Computer Information Systems from Southwest Texas State University. Immediately after receiving his degree, James joined USAA as part of the Application Infrastructure Development area where he developed and supported application middleware. After a few years, James transitioned into the IT Operations organization. During his time in Operations, James worked with various operations systems, databases, hardware platforms and networks. After Operations, James transitioned into an architect position within the Chief Technology Office. In 1999, USAA created the Technical Fellow career track for highly-skilled technical resources to advance into executive roles without having resource management responsibilities. With the creation of the Technical Fellow career track, James became one of the first three employees to be named a Technical Fellow at USAA. James progressed within the Technical Fellow career track to the Vice President level. Eventually, James transitioned out of the Technical Fellow role into a management role. James was assigned to lead and manage the IT Enterprise Infrastructure organization as a direct report to the CIO.
Planning for & Managing the IT Skills Gap
- Kandy White, Director of IT E2E Center & Customer Experience, Verizon
Despite persistently high unemployment, many CIOs cite talent shortages as one of their most serious challenges. IT’s skills needs are changing fast, and few people out there have what organizations need to drive the business forward. Kandy White from Verizon will help attendees better understand and manage this challenge so their organizations can prosper during tough times.
About the Presenter
Kandy White’s career is highlighted by a personal dedication to maximizing organizational efficiency and empowering others to succeed. She is currently serving as Director for Verizon Telecom Self Service & Digital Customer Experience. Prior to that, she was Director for Telecom IT End to End Customer and Center Experience. She leads a cross-cultural organization of approximately 165 employees spanning the US and India and formally mentors several candidates from Verizon’s Leadership Development Program (VLDP). She is accountable for driving customer engagement and advocacy across the interactive channels for online and via voice portal. She is also responsible for portfolio, program, and release management as well as business case development and special projects spanning FiOS, HSI, and Core products and more than 100 applications.
Kandy joined GTE in 1998 as a Human Resources college intern supporting recruitment and development for the Software/Systems Architect Career Development program for computer science and engineering students. She joined the company full time that year and has since held management positions in a variety of Verizon strategic programs including Customer Relationship Management, National Desktop, and Broadband Operations.
In her free time, Kandy enjoys scuba diving, kayaking, and traveling. She holds a Master of Science in Experimental Psychology from Southeastern Louisiana University and is ABD for her PhD in Industrial and Organizational Psychology from the University of South Florida. Kandy lives in Odessa, FL with her husband of 19 years and their daughter.
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Implementing the Enterprise Program Management Office at SunTrust
- Ann Jacobs-Long, GVP, Finance/Enterprise PMO, SunTrust
The banking industry’s unprecedented change and operating pressures will require SunTrust to manage a massive portfolio of performance improvement and regulatory reform projects. SunTrust has implemented an Enterprise PMO and Project Management Model to deliver the right projects, at the right time, for the right costs in the right way.
About the Presenter
Ann joined SunTrust Banks, Inc. in December 2006 and holds the position of Group Vice Presidentas Manager of Governance within the Enterprise Program Management Office (EPMO). Ann’s management responsibilities include accountability for enterprise investment governance processes and the associated Program and Project Investment Policy, enterprise portfolio inventory and demand management, performance monitoring and executive reporting. Prior to joining SunTrust, Ann worked several years in the telecommunications industry, providing senior leadership as a PMO Manager, Program, Project, and Portfolio Manager. Additionally, she has significant industry experience as an Industrial Engineer. Ann has attained an MBA/E-Business, and holds certifications of PMP (Project Management Professional) from PMI and Project Management Masters Certification from George Washington University.
Security & Privacy Standards for Outsourcing
- Jack Lewis, Vice President of Global Workforce Strategies, Ceridian
Ceridian has chosen an international staffing model to support its global business footprint. This session will provide an overview of the various safeguards and practices that have been implemented to enforce the Security and Privacy policies that govern Ceridian’s business model, both domestically and overseas. Topics that will be addressed include:
· Physical Security
· Information Security and Data Privacy
· Systems Security
· Network Security
· Personnel Pre-employment Screening
About the Presenter
Jack Lewis joined Ceridian Corporation in 2007 as a Senior Program Manager for Strategic Sourcing. He is currently managing the company’s global workforce strategies program for ITO, BPO, and KPO initiatives . Prior to joining Ceridian, Jack spent seven years with AXA Equitable where he established the Atlanta Program Management Office (PMO) and led the corporation in implementing its outsourcing initiative. Jack earned an undergraduate degree in Computer Science from the University of Florida.
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- Chris Corrado, Sr. Vice President, Technology Products, Asurion
Chris will address how IT is helping to propel the business at Asurion by reengineering how the business manages, deploys, and uses technology. Find out how a traditional IT organization attempts to balance three operating models: the internal IT role, the system integrator role, and the product development role. Asurion has grown aggressively in their market space and are now the largest global provider of wireless handset insurance and wireless roadside assistance programs. Much of this growth is directly attributable to their innovative and adaptive use of technology and IT’s partnership with the business. Chris will outline the keys for success and lessons learned.
About the Presenter
As Senior Vice President, Chris oversees Asurion’s expanding information technology, project management areas and Asurion Mobile Applications. Most recently, he was the Chief Technology Officer at eBay overseeing site operations, information technology, and security. Prior to eBay, Chris was with AT&T Wireless, where he was Chief Information Officer and Executive Vice President. While at AT&T Wireless, he oversaw the alignment of the company’s technical infrastructure with its business strategy. Prior to joining AT&T Wireless, Corrado was the head of the Security Solutions Practice at Wipro Technologies. In addition, he held CIO and CTO positions domestically and abroad at three marquee investment banks; Merrill Lynch, Deutsche Bank, and Morgan Stanley. All of these firms set the standard for outstanding use of technology in the financial services industry. Chris also helped Merrill Lynch manage through the 9/11 tragedy, restoring their capital markets businesses. Chris started his career as a programmer and project manager at IBM.
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- Tim Grimes, U.S. IT Operations Leader, PricewaterhouseCoopers
When the need first arose for a Data Center in PwC it was built out close to the IT department. Learn how PwC migrated the Data Center to a low risk location, earned a Green IT award for the new state of the art facility, and then executed on a multi-year migration plan that finished ahead of schedule. Find out about the financial benefits of a green Data Center on both the organization and its customers.
About the Presenter
Tim Grimes has been with PricewaterhouseCoopers for over 25 years and is based in Tampa, FL. He leads the US IT Operations organization, responsible for running the technology operations and field support teams for the US Firm. Tim and his team are charged with providing cost effective, secure, high-quality, enabling technological services and support for PricewaterhouseCoopers.
Tim specializes in process improvement, cost containment, and operational/support disciplines to maximize effectiveness in delivering quality services to the Firm. Tim has held a variety of leadership positions and has led a number of significant large-scale initiatives throughout his tenure with the Firm with the most recent being the move to a new data center.
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