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AMA in the PM: The Future of Customer Experience: Fact or Fiction

December 14, 2021 |
6 minute read

Uncover the truth behind the drastic changes in customer experience so you can focus on actual trends versus hype.

Customer experience (CX) has been on top of many marketer’s minds. It’s clear that the customer experience accelerated dramatically during the pandemic, but what changes occurred in consumer habits? In this AMA in the PM event, it’s time to put these questions to rest and determine what headlines or stats to believe.

Through a panel discussion, top CX professionals will play “fact or fiction” to share which trends are hype and which ones are worthy of attention. Attendees will understand how the CX landscape is evolving and how it is impacting brands today and into the future.

Key Takeaways

  • Learn about the trends that could impact your marketing
  • Understand how to balance CX investments across digital, physical (stores/retail) and humans 
  • Determine who should own CX at your company
  • Develop key CX strategies and how to measure it and drive accountability

Virtual Event Details | Presentation and Q&A
Tuesday, December 14, 2021 | 4:00 – 5:00 pm
You will receive an email 24 hours before the event with the Zoom meeting link and ID needed to join.

Ticket sales will end two hours prior to the event’s start time. Non-members rate will increase 24 hours before the event.

Meet the Panel

Suzie Dieth
Director of Customer Experience, Reliant, an NRG Company

Suzie is responsible for the vision and strategy of the NRG Home Customer Experience (CX) program. She has 24 years of experience in CX, marketing, and communications. During the past fifteen years, she has worked in the electric utility industry designing and implementing CX programs that impact more than one million customers and thousands of employees. Her work has been published in the Harvard Business Review; The Effortless Experience by Matthew Dixon, Nick Toman and Rick DeLisi; and Unlock the Value of CX by MaritzCX. Under Suzie’s leadership, the NRG Home brands have received numerous CX awards, including the North American Customer Centricity Award (2020), CXPA Impact Award (awarded to NRG Home President, 2018), MaritzCX Elite Customer Experience Award (2017 & 2018), and Temkin Group Customer Experience Excellence Award (2017). Suzie is a Net Promoter Certified Associate and a Certified Customer Experience Professional (CCXP).

Suzie holds a Masters in Business Administration from the University of New Orleans and a Bachelor of Science in Marketing from Louisiana State University.

Aaron Maass
VP, CX Transformation, ADT

Aaron Maass, VP of CX Transformation at ADT, is a customer-obsessed digital, marketing, and analytics executive with 20+ years of experience helping organizations make better business decisions, generate demand, uncover new opportunities and increase revenue.

At ADT, Aaron leads a high-performing team of CX, analytics and technology professionals tasked with helping the company achieve its growth objectives through transformational strategies that focus on retention at scale and a more seamless, connected customer experience, while leveraging data, digital capabilities and new ways of working.

Prior to ADT, Aaron managed the data and insights practice for Hero Digital, who acquired the company he founded and had grown into a leading boutique digital analytics consulting firm.

Having worked for and advised dozens of global brands, Aaron has written, spoken, taught and advised on CX and analytics topics throughout his career including how companies can get the most out of their data, how to build a more customer-centric, data-driven culture and how to hire and retain professionals with data skills more effectively.

Sylvia Long-Tolbert, PhD
Expert Labs | Customer Education, IBM
Founder, Know More Marketing®

As a marketing strategist, behavioral researcher and brand innovator, Dr. Sylvia Long-Tolbert (she/her) actively works at the intersection of marketing strategy, graduate and executive leadership and behavioral research. She has extensive experience helping corporations, non-profits and professional associations, social entrepreneurs and individuals define, design and deliver innovations and customer experiences that leverage social, cultural and behavioral trends to create new sources of value.

Dr. Long-Tolbert’s mission is to embrace marketplace and social shifts, disrupt convention and reject status quo thinking in pursuit of human-centered ideas. She champions the customer voice – working to gather customer intelligence and deepen our understanding of people and their lived experiences. Dr. Long-Tolbert is also a strong advocate of continuous discovery, experimentation and experiential learning as key to unlocking unmet customer needs, identifying customers’ emotional influences and aligning with customer values.

Her primary research interests include customer behavior, consumer-brand relationships, social identity and emotional marketing. She is steadfast in using applied research skills and marketing wisdom to improve the quality and speed of business decisions and marketing performance.

As the principal of Know More Marketing®, Dr. Long-Tolbert translates data-driven insights into stories that uniquely frame complex business problems and shape marketing strategy, customer intelligence and brand management. She has trained industry leaders and cross-functional and ad hoc teams using original research designs and frameworks that combine the art and science of behavioral research and customer loyalty. Whether consulting, teaching or strategizing, Dr. Long-Tolbert is always seeking new pathways for clients to grow brands through experiences intended for a global, multicultural and socially-connected world.

Dr. Long-Tolbert holds a PhD and MABA from The Ohio State University, with concentrations in marketing and social psychology. She is a founding member and former officer of the American Marketing Association’s Diversity and Marketing (DAMSIG) and Services Marketing (SERVSIG) special interest groups and lifelong member and advisor to the National Black MBA Association.

Meet the Moderator

Christopher Wallace
Co-Founder and President, InnerView Group

Chris is the Co-Founder and President of InnerView, a marketing  consulting firm that helps companies align their brand and product stories with their customer-facing teams. At InnerView, Chris draws from  his nearly 20 years of sales, marketing and corporate leadership to help  companies engage their frontline teams in new ways, producing improved  customer experiences and better financial results.

Beyond his work with clients, Chris is able to apply his passions as a  teacher and thought leader. He has taught as an adjunct MBA professor  at Temple’s Fox School of Business and has been published in outlets such  as Harvard Business Review and Ad Age. He was also recently named  to the Forbes Agency Council. Chris received a B.A. in Public Relations  from Syracuse University’s Newhouse School and an MBA from Temple  University. He lives outside Philadelphia with his family.


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