Tech and Customer Experience
22

Thursday, 22 February

6:30 8:30 pm EST

GA Boston

125 Summer Street 13th Floor
Boston, MA 02110
FREE!
Regular Ticket

Questions? Read our FAQs

Tech and Customer Experience

C. Todd Lombardo Photo


Head of Product and Experience , Workbar

Julie Hogan Photo


VP of Customer Success & Services, Drift

Gwendolyn Betts Photo


Director of User Experience , Rapid7

Alexa Lightner Photo


Customer Success Manager, Humanyze

Tess Bailie Photo


UX Group Leader , Draper

22

Thursday, 22 February

6:30 8:30 pm EST

GA Boston

125 Summer Street 13th Floor
Boston, MA 02110
FREE!
Regular Ticket

Questions? Read our FAQs

About This Event

TECH AND...is a monthly event series where we host thought-leaders from a specific industry and explore new intersections between their field and technology.

Important Note: This event has been rescheduled from December 18th, 2017 to February 22nd, 2018. We hope to see you there!

TECH AND CUSTOMER EXPERIENCE

General Assembly is bringing together leaders in both Customer Experience and UX Design to share how they are creating positive experiences throughout the buying process. We will dive into how digital tools are improving customer service, how UX is and Customer Experience teams are working together, and the evolution of Customer Experience in a digital age.

Why It Matters: In our “Attention Economy” the focus is on engagement and delighting customers. How can you and your company provide the best experiences possible at every touchpoint?

Takeaways: Join us for a conversation with leading experts as they discuss:

  • Differences and similarities between users in the virtual world and customers in the physical world.
  • How to avoid the silo mentality when planning end-to-end experiences in any industry.
  • Setting expectations through digital that can be met in the real world.
  • Synching Digital UX Design & Physical Customer Experience for great customer experiences.

By signing up for this event, you're giving our sponsors permission to contact you about upcoming events and promotions.

About the Experts

C. Todd Lombardo Photo

Head of Product and Experience ,
Workbar

C. Todd Lombardo has been doodling, tinkering, and designing since he was a kid. Originally trained as a scientist, he’s been a scientist, engineer, product manager, designer, and even professor. He is currently the Head of Product & Experience at Workbar, a leading co-working space in the Boston area. He also serves on the adjunct faculty at IE Business School in Madrid, as well as Maryland Institute College of Art (MICA). He is a published O'Reilly Media author with two titles: Design Sprint (2015) and Product Roadmaps Relaunched (2017).

Julie Hogan Photo

VP of Customer Success & Services,
Drift

Julie Hogan has been on the front lines of the customer experience her entire career. She began her career in the Human Capital practice of Deloitte Consulting servicing customers across multiple industries, and then spent just shy of 8 years at HubSpot in multiple customer facing roles, most recently as the VP of Customer Success and International Services. She was responsible for the retention of HubSpot's global customer base, global services strategy, and for building, developing and leading HubSpot's Customer Services teams in Dublin, Sydney, Singapore, Latin America, Japan and Germany. She spent the first half of 2017 living in both Singapore and Dublin. In October, Julie joined Drift as their first female executive as their VP of The Customer Team overseeing Success Success, Services & Support.

Julie is a member of the Board of Directors for the International Institute of New England, a nonprofit supporting the refugee and immigrant communities of the Greater Boston area, and is a Team Captain for Cycle for Survival, a nonprofit supporting the research of rare cancers. Julie is a proud Woburn native, Penn State grad, and mom of two boys ages 3 and 1.

Gwendolyn Betts Photo

Director of User Experience ,
Rapid7

Gwen is a results-driven, user-centric designer that focuses on the end-to-end holistic picture. From agency to startup, she’s held design and creative management positions where her work has contributed to revenue and company growth. She is spirited about building brands and making them successful through the lens of experience design, via product, marketing, or services. Currently as a director of UX at Rapid7, Gwen oversees the user experience of the Komand product, and works with a variety of internal cross-functional teams to facilitate a cohesive, consistent, and valuable customer experience.

Alexa Lightner Photo

Customer Success Manager,
Humanyze

Alexa has been an advocate for the customer experience throughout her career. She built community and customer engagement strategies as the fourth hire at Workbar, the Boston-based coworking company, and helped to bring their physical community online into a digital product. Later, she ran community for Society of Grownups, a financial education initiative by MassMutual, and worked closely with product, marketing, and engineering teams to ensure a consistent user experience between in-person and digital engagements. She now works in Customer Success for Humanyze, a people analytics software company, and is responsible for successfully delivering to, engaging, and educating enterprise clients on using people analytics technology for organizational change.

Tess Bailie Photo

UX Group Leader ,
Draper

Tess is the Group Leader of the UX Group in the Information and Cognition Division at Draper. The focus of the UX Group is to design systems for Draper’s customers that are usable, impactful, and adopted by the end-user. In her 2+ years at Draper, Tess has demonstrated her technical depth, leadership and mentoring skills, and her ability to envision and build impactful solutions that do not yet exist.

Tess has a Master's of Human-Computer Interaction from Carnegie Mellon University. Upon completion of her Masters, she joined the HCI Group at Draper, bringing a product-oriented and adoption-centric approach to building solutions for Draper customers. She has worked a variety of programs at Draper as a User Experience (UX) Engineer and is currently leading a software product line with a longstanding customer. She is also a Program Manager for Sembler (Draper's Startup Outreach Office) , through which she has become an active member of the Boston-area innovation and startup community, serving as a mentor for startups through TechStars and MassChallenge. Before joining Draper, Tess co-founded a startup in Pittsburgh, ran a Behavioral Economics and Decision Science Research Center at Tepper, and received her BS from the University of Pittsburgh in Anthropology and Clinical Psychology.

Refund Policy

We understand that, sometimes, plans change. If you can no longer make it to a class or workshop, please email us at least 7 days before the scheduled event date. No refunds will be given to cancellations made within a week of the class or workshop.

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