Clarabridge's Annual C3 User Event 2010

Monday, January 24, 2011




Bruce D. Temkin
- Vice President, Principal Analyst at Forrester Research, Inc. Bruce serves Customer Experience professionals. He is a leading expert in how companies build differentiation with customer experience through corporate wide strategies and initiatives. Bruce was instrumental in the development of many of Forrester's customer experience evaluation methodologies and training courses. During his 10 years with Forrester, Bruce has led the company's financial services and customer experience practices.


Jeanne Bliss-
Author of two best-selling books:  “I Love You More than My Dog,” and “Chief Customer Officer.” She is president of CustomerBLISS, where she is a coach for leaders and businesses working to put the customer at the center of their business.  Jeanne Bliss’ experience spans 5 industries and 25-years inside corporations as the leader for driving the customer effort across the business. Jeanne’s point of view on customer experiences and the corporations’ response to service is frequently sought by major media. Her down-to-earth and real world experiences and style make her an in-demand keynote speaker around the world.


Karalyn Sartor- Vice President of Enterprise Customer Care for Best Buy Co., Inc., a multinational retailer of technology and entertainment products and services. The enterprise customer care team works to translate customer insights into solutions to better meet the needs of customers. Sartor believes by listening and learning from our team members closest to our customers in our stores and our call centers, we will develop better customer solutions.  Sartor focuses her passion, talents, and energy on creating an environment where everyone contributes to an improved customer experience.

Chris Malone-
Chief Marketing Officer for Choice Hotels International, Inc. one of the world's largest hotel franchisors.
In this position, he oversees strategies related to marketing, worldwide travel industry sales, advertising, eCommerce and reservations programs. He also is an officer of the company.

With over 20 years of experience in marketing, he is a uniquely qualified global marketing leader, with a track record of driving business results at such top tier organizations as Coca-Cola, the NBA, and Procter & Gamble.

Chuck Miller-
President, DMS Research, an AOL Company. Chuck is one of the founders of DMS, a leader in online research since 1995. DMS provides full-service research and competitive intelligence to AOL and Time Warner companies.  As a recognized online marketing research expert, Chuck frequently publishes findings, speaks at conferences and contributes to many industry initiatives. For his pioneering work in online research, Chuck is named Inventor of a U.S. patent titled a “Screening and Survey Selection System and Method of Operating the Same.”

Chris Jones
- Chris Jones is the manager of analytics at Intuit and is responsible for the business, technical, and strategic elements of the analytics platform that supports Intuit’s TurboTax business unit. The platform empowers Intuit to drive for optimal outcomes from experience and behavior analysis that is rooted in customer satisfaction. Chris has over 10 years experience helping companies implement business intelligence, web analytics, and text analytics solutions with companies such as CNET Networks (CBS), Corio (IBM Hosting), Gateway Computer, and Ernst & Young LLP.  He currently serves as chairman for Clarabridge’s customer steering committee.

Hal Bloom
- VP, Market Research/Intelligence, Sage Software. Hal Bloom is the head of the market research team responsible for providing strategic direction to the corporation by designing, conducting and analyzing all market research for Sage North America. Hal has over 30 years of domestic and international expertise in all aspects of marketing research, long range strategic planning, new business development and customer loyalty in Fortune 500 companies including Coca-Cola, Pillsbury, Tupperware, and Grey Advertising.  Consultant for major advertising agencies, service industries and small businesses and has contributed to national business magazines including the Journal of Advertising Research. 



Trevor Croop- Financial Analyst, Hotel and Strategic Planning, Gaylord Entertainment. Trevor heads up the Guest Satisfaction Program at the corporate level and facilitates integrating feedback from customers with hotel operators to bolster the voice of the customer. He went to Belmont University where he majored in Finance and Entrepreneurship. Trevor relies heavily on a family background in the hospitality industry to place Customer Experience at the forefront of Gaylord’s competencies. In conjunction with the Guest Satisfaction program Trevor is spearheading research in customer values in the hospitality sector and coalescing those findings with Gaylord’s existing operational framework.


Debbie Tsusaki-
Director Operations Planning and Delivery, Choice Hotels International, Inc. Debbie is responsible for the technology used in the contact centers both domestically and internationally. With over 20 years experience in the contact center arena, both as a vendor and a customer, Debbie has worked for the following companies: AT&T, Bell Labs, ROLM, Aspect, Sylantro, among others. She was the Founder and CTO of E-Bridges LLC a consulting company for contact centers.



Michael House
- Division Vice President, Maritz Research. Michael currently leads Maritz Research’s Text Analytics Group, a center of expertise charged with integrating text analytics and natural language processing technologies into Maritz’ Customer Experience Measurement solutions. He has substantial experience in all phases of research, including project design, data management, marketing sciences and text analytics.  Michael also consults on a wide variety of research initiatives.


Rory Byrne
- Vice President, Business Development, Kapow TechnologiesRory’s responsible for global channel partners and strategic alliances. He is a seasoned business development executive, having served several well-known Silicon Valley technology firms. Prior to joining Kapow Technologies, he was responsible for acquisition integration as part of Yahoo!’s Corporate Development group. Before joining Yahoo!, Rory led the business development team at Hyperion for three years and developed a number of Hyperion’s strategic partnerships, including the alliances with SAP, Microsoft and Oracle (which ultimately acquired Hyperion).

Jim Schwab- Vice President, Business Development, Alterian. Jim brings over 20 years of business to business sales, marketing and management experience across a wide range of products, industries, markets and clients. A strategic and tactical thinker, Jim has built sales and marketing teams, implemented numerous product solution launches, go to market plans  and numerous other organic, partnership and acquisitive initiatives. Jim’s passion for identifying high opportunity markets and clients and rally internal resources to quickly deliver results is critical in Alterian’s (previously Techrigy) quest to become the leader in the Social Media Monitoring space.

John Georgesen
, Ph.D. - Senior Director, Decision Sciences at Convergys Corporation. John leads a team of Ph.D. and M.A. accredited statisticians in providing analytic services for Convergys’ clients.  He has responsibility for developing and furthering analytic methodologies to support emerging needs in customer experience management. With more than 12 years of experience in customer-focused analytics, John specializes in developing analytic and statistical techniques that not only answer business questions but also provide actionable recommendations for implementation.  He and his team integrate data mining approaches with traditional marketing research and predictive modeling techniques to provide customized solutions that span the customer lifecycle.


Clarabridge's C3 Sponsors

Alterian (LSE: ALN) empowers organizations to create relevant, effective and engaging experiences with their audience that help build value and reinforce commitment to their brand, through the use of the Alterian Integrated Marketing Platform. Alterian drives the transformation of marketing and communications, making it practical and cost-effective for companies to orchestrate multichannel engagement with the individual.

Alterian’s unprecedented integration of analytics, content and execution through industry leading tools, such as the Dynamic Messenger email platform, SM2 Social Media Monitoring platform and the award winning Content Management solutions, enables companies to build integrated communication strategies which create a true picture of the individual.

Visit for more information.



Kapow Technologies, the leader in web data services, eliminates the barriers to accessing, enriching and serving timely enterprise and public web data. The company’s Kapow Web Data Server is a patented visual development and web data automation platform that enables Fortune 1000 companies to create high-value business applications with no coding required. Together, Kapow Technologies and Clarabridge provide fortune 1000 customers, including Intuit and Logitech, the power to access, enrich and serve real-time customer intelligence around brand reputation management and sentiment analysis to effectively gain strategic advantage in the marketplace. Kapow has over 350 customers worldwide, including AT&T, Wells Fargo, Intel, Vodafone and Audi. For more information, please visit



Bazaarvoice enables the world’s largest brands to capture and amplify the voices of their customers to build sales, bringing word of mouth to ecommerce. Bazaarvoice products and services enable consumers to share ratings, reviews, questions, answers, and stories about products and brands on client websites. Bazaarvoice helps clients maximize the strategic impact of user-generated review content through community management, search engine optimization, and syndication across the Web and through the channel. Bazaarvoice serves over 650 eCommerce leaders including Borders, Dell, Macy’s, Office Depot, Inc.,, PETCO, P&G, QVC, and Sears. Headquartered in Austin, they have offices in London, Paris, and Singapore. Visit or read the blog at”


Teradata Corporation
 is the world's largest company solely focused on raising intelligence through data warehousing, data warehouse appliances, consulting services and enterprise analytics, with powerful and easy-to-deploy solutions. Teradata addresses a range of needs from data mart appliances to active enterprise data warehousing strategies, consulting services, and applications tailored to specific issues in a variety of industries.  Teradata Active Enterprise Intelligence™ solutions give actionable insight for smarter, faster decisions, adding value and real opportunity across countless dimensions. Providing data warehousing for companies of all sizes, needs, and budgets, Teradata gives companies a smarter, more competitive enterprise.


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