Intelligence & Insights: Using Data to Increase Engagements and Deliver Results

When it comes to data, there is the data you have and the data you wish you had. And then once you have that mountain of data, how do you determine what’s important? In this session, we’ll discuss dashboards and KPIs as well as generating relevant content and offers that ultimately lead to engagement and results. And through it all, the panel will share how to protect your consumers’ privacy so a high level of trust can be maintained.


John Boerstler | Chief Veterans Experience Officer | Department of Veterans Affairs

As Chief Veterans Experience Officer, John Boerstler leads the Veterans Experience Office (VEO), the Secretary’s customer experience (CX) insight engine supporting and enabling the Department in providing the highest quality experiences in the delivery of care, benefits and memorial services to Service members, Veterans, their families, caregivers and survivors. In this role he provides executive oversight of VEO’s many innovative projects and programs, working collaboratively within VA’s leadership to help achieve greater access, outcomes and experiences for all VA’s customers. Prior to his current position, he served as the Chief Executive Officer of Combined Arms, a collaborative backbone organization whose purpose was to connect Veterans to thousands of government and non-profit services.

EJ Kritz | EVP, Training & Customer Experience | ath Power Consulting

EJ Kritz is a seasoned strategist, trainer, and keynote speaker with extensive experience working for some of the finest brands in Financial Services, Retail, Call Center, Franchising, and Media. As the Director of ath Power Consulting’s Training, EJ supports banking organizations of all sizes to build and deliver world-class training solutions focused on such critical topics as Customer Experience, Leadership, Management, Needs-Based Sales, Employee Engagement, Problem Resolution, and more.

Vishal Bhalla | Chief Experience Officer & VP, Operations | Parkland Hospital

Vishal Bhalla joined Parkland in August 2016 and soon moved into the role of Vice President and Chief Experience Officer (CXO), focusing on the experience of employees, providers, patients and their families. Transitioning to healthcare a few years ago from a successful career in hospitality, Vishal completed his Master of Business Administration from the Massachusetts Institute of Technology (MIT) along with a Healthcare Certificate from the joint Harvard-MIT Healthcare Innovation Initiative. Vishal is passionate about leveraging analytics, technology and system sciences, along with his extensive experience in managing large service operations, to add rigor to the art of human interaction; thereby enabling meaningful employee and patient experiences.


Richard Ventura | SVP, Strategy and Solutions Development | NEC Display Solutions of America

Richard Ventura is the Senior Vice President of Strategy for NEC Display Solutions of America’s, overseeing all strategy related activities for the organization. Focusing on leading the development and communications of strategies aimed at evolving the business and driving it forward, while working with the Executive Team to define the vision and direction for the company and establish strategic initiatives that disrupt current and future markets, explore alternative solutions, and result in short and long-term gains. Richard has spent 17+ years within the NEC sales and marketing organizations focusing on display solutions, display technologies, projectors and direct-view LED.

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