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Coffee Break with Game-Changers, presented by SAP

Coffee Break with Game-Changers, presented by SAP

Wednesday at 8 AM Pacific/11 AM Eastern

February 04th 2015:Hotel Guest Personalization: Welcome or Social Media Stalking?

The buzz: Travelers’ TMI

“The customer is #1” is a customer service industry mantra and mandate, particularly for business-to-consumer travel and hospitality staff who are required to greet each visitor by name. But now that their clients willingly share searchable, “TMI”-level personal data on digital media, how and when should the industry use it, if at all? The experts speak.

Deva Senapathy, Infosys: “The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works.” (Jeff Bezos)

Mike Wittenstein, Storyminers:

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Featured Guests

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Deva Senapathy

Deva Senapathy is a strategic senior technology leader and market development executive who orchestrates enterprise transformations through technical solutions, business savvy, and sound decision-making. He is a change agent and business development leader with more than 18 years of consulting and outsourcing experience. Deva has extensive experience in incubating and developing market share in the information services, publishing, travel and hospitality, and professional services segments. At Infosys, he plays an important role in positioning the company as a major global systems integrator. Deva holds a Bachelor of Technology in aerospace engineering from IIT, Chennai, and an MBA from Mu
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Mike Wittenstein

Mike Wittenstein is the founder and managing principal at Storyminers, an experience, service, and business design consultancy known for its game-changing work with leading service brands. A world-class expert on experience, service, and business design, Mike has helped over 400 organizations in 25+ countries make their experiences better—to the tune of $1.5B in value created. As an eVisionary, he started IBM’s first experience and service design practice and helped establish the international Customer Experience Professionals Association. By his own admission, Mike is a designer who can’t draw. His clients include Air Canada, Apple, Best Buy, BlackRock, Clorox, Delta Air Lines, Holiday In
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Raghu Ramanathan

Raghu Ramanathan, the Global General Manager and Senior Vice President for Services Industries for SAP, is responsible for a 2Bn$ software and services business at SAP. His customers in the travel and transportation industry serve over 2 billion travelers every year. A global citizen who has lived on three continents and over 10 countries, Raghu is very active in defining the future of passenger travel with his customers. He is also a passionate traveler who likes a good adventure.
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https://www.voiceamerica.com/show/1981/coffee-break-with-game-changers-presented-by-sap 25/10/2017 08:00 25/10/2017 09:00 Coffee Break with Game-Changers, presented by SAP https://www.voiceamerica.com/show/1981/coffee-break-with-game-changers-presented-by-sap The buzz: Travelers’ TMI

“The customer is #1” is a customer service industry mantra and mandate, particularly for business-to-consumer travel and hospitality staff who are required to greet each visitor by name. But now that their clients willingly share searchable, “TMI”-level personal data on digital media, how and when should the industry use it, if at all? The experts speak.

Deva Senapathy, Infosys: “The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works.” (Jeff Bezos)

Mike Wittenstein, Storyminers: “In work, no matter how hard you try or how much you spend, your brand can’t be any better than what your customers experience.”

Raghu Ramanathan, SAP: “The whole object of travel is not to set foot on foreign land; it is at last to set foot on one’s own country as a foreign land.” (GK Chesterton)

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