Temkin Group’s research on the state of customer experience management in 2015 revealed significant ambitions for improvement and more companies at the highest levels of customer experience maturity than ever before. But where is customer experience heading? Temkin Group Vice President Aimee Lucas will share research on the state of customer experience today and the five trends that should shape how companies look at CX in the future.
 
About Aimee Lucas, CCXP

Aimee Lucas is a CX Transformist and Vice President at Temkin Group, where her research and consulting efforts are dedicated to transforming customer experience within large organizations. Aimee leads Temkin Group’s research in employee engagement and B2B customer experience best practices.
 
Aimee has over 16 years of experience improving service delivery and transforming the customer experience through people development and process improvement initiatives. Her areas of expertise include market research, program management, marketing, instructional design, and training.
 
Prior to joining Temkin Group, Aimee was responsible for implementing the client experience strategy and managing the Voice of the Customer (VoC) program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Her work included planning and managing strategic initiatives collaborating with cross-functional teams to introduce ‘new-to-company’ functions and improvements. Past projects include starting the firm’s internal market research function, managing the design and implementation of its sales and relationship management process, and delivering instructional design and training services across the organization.
Aimee is a Certified Customer Experience Professional. She is a graduate of the University of Notre Dame with a bachelor’s degree in marketing management. You can follow Aimee on twitter at @Aimee_Lucas.

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