February 18th 2014: Consumer Engagement: Walking A Fine Digital Line |eCard

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February 18th 2014: Consumer Engagement: Walking A Fine Digital Line

Today’s buzz: Customer engagement. The changing digital landscape is challenging your ability to connect with customers and theirs to connect with you. Have you figured out yet how to become the digital brand they really want you to be? The experts speak. Becky Carroll, PwC: “Companies are becoming big and slow and losing their agility; it is time to become big and fast if one is to keep up with the rapidly changing competitive market - and customer expectations." Kees Jacobs, Capgemini: “There is a ‘scary digital line’ between adding value to consumers on the one hand and intruding their

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Featured Guests

Becky Carroll

Becky Carroll is a Director in PwC’s Customer Impact Consulting group and leads the social media consulting practice in Southern California, as well as the firm’s Social Care practice. Becky helps clients define and implement strategies to drive digital customer engagement and improved customer experiences resulting in business impact throughout the social enterprise. She is the author of The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers (Wiley, 2011) on the topic of customer experience and loyalty; her book has been used as a textbook at Johns Hopkins University. She was the Social Media Contributor for the NBC TV Morning Show in San Diego and

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Kees Jacobs

Kees Jacobs is Digital Propositions Lead for Capgemini’s global Digital Customer Experience initiative and the firm’s Global Lead toward The Consumer Goods Forum. He has a long track record of working on digital initiatives in both B2C and B2B domains with leading retailers and manufacturers around the world, such as Ahold, Carrefour, Tesco, Unilever, and Philips. He is co-author of many industry reports that relate to retailer and manufacturer collaboration and eBusiness. Since 2006, Kees has led the Future Value Chain program of The Consumer Goods Forum, a global industry platform driven by the top-50 CEOs in the consumer goods and retail industry, bringing a collective vision that ensures

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Dr. Volker G. Hildebrand

Dr. Volker G. Hildebrand is Global Vice President of Product Management for Customer Engagement Solutions at SAP. In his fifteen years at SAP, he has built momentum and market leadership in CRM and e-commerce in various roles and executive leadership positions in sales, product marketing, product management, business development, and product strategy. Prior to SAP, Volker was an assistant professor teaching Marketing and pioneering research in CRM. As an independent business consultant, he helped many companies drive successful CRM initiatives. He has written more than 100 articles and several books, including “The Customer Experience Edge” (McGraw Hill, 2011). Recent blogs/articles: How to

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