$25 Members • $40 Non-Members
Trends in Customer Satisfaction Customers are constantly demanding more, even in this era of economic uncertainty. Are you delivering? Competing for customers – whether business or consumer – means setting the right expectations and offering a differentiated experience. This session will address the “new realities” of customers’ needs and behaviors in the digital age.
Steve Mura is Director of Digital Marketing and leads MillerCoors' digital strategy for the company's 35 brands and connects agencies, technology suppliers and key internal stakeholders together to execute team strategies and engage key beer drinkers in the digital space. Working in a highly-regulated industry, Mr. Mura also is charged with developing digital policies and platforms that demonstrate MillerCoors social responsibility commitments.
Steve holds a BS degree in Advertising and Marketing from Bradley University in Peoria, Illinois and an MBA from Webster University in Webster Groves, Missouri. A native of St. Louis, he lives in Hinsdale, Illinois with his wife Libby and two children.
Dwayne Norton is a Senior Executive in Accenture’s CRM Practice with over 25 years of industry and consulting experience. He specializes in Service Transformation as a business and functional architect in the B2B and B2C marketplace. He specializes in complex operating models, customer experiences and operational optimization. He supports Accenture’s research on customer satisfaction and is published in CRM magazine.