CX ROI: Measuring Customer Experience

There is an adage, “if you don’t measure it, you can’t manage it.” So how can we measure an experience? We’ll talk about moving from gut feelings to metrics, benchmarks and tools you can use to determine if your experience is hitting the mark or falling below your bottom line.


Kris Bartel | VP of QSR + Strategy | ZIVELO

Kris has an extensive career experience in the Financial Services and Restaurant Industry. Kris’ primary focus is to partner with ZIVLEO’s Quick Service Restaurant customers so they can realize the value self-order kiosks and Digital Menu Boards will add to their restaurants. His focus on the partnership is to ensure the Restaurant receives the highest possible ROI on the investment continues to draw more interest in both the kiosk and Digital Menu Board space. Prior to joining ZIVELO, Kris was the Director of IT Supplier Management for McDonald’s Corporation. Kris has also held positions at Discover Financial Services and Arthur Andersen. He holds an MBA from the University of Phoenix and a BA in Psychology from Northern Illinois University.

Matt Marotta | Manager, Digital Media Services | Six Flags

Matt Marotta is currently the Manager of Digital Media Services at Six Flags, where he oversees the operation and evolution of Six Flags Media Networks, one of the nation’s largest and most sophisticated digital signage networks, with plans for international expansion later this year. Six Flags Media Networks consists of the Nielsen-rated Six Flags TV Network, Digital Billboards and Digital Menu Boards, and runs a combination of entertainment programming and advertising.

Albert Vita | Director, Strategy & Insights | The Home Depot

Albert’s brings 20+ years of experience specializing in Retail strategy, systems, and omnichannel enablement. Albert is responsible for our interactive customer experiences for Home Depot’s in-store customers. He works closely with core merchandising, dotcom, mobile, and IT leadership to ensure The Home Depot has a consistent and seamless customer experience across all channels. Prior to Home Depot, Albert’s previous employers include McKinsey & Company, IBM Global Services, and Deloitte Consulting. Albert’s retail clients include Walmart, Target, Macys, CVS, Disney Stores, NIKE, Tesco, RONA, and Ahold. Albert has an MBA and BA earned from the University of California.


Raj Maini | Worldwide Director of Marketing, Visual Retail | Intel Corporation

Raj Maini is responsible for worldwide marketing of visual retailing for Intel Corporation in the Internet of Things Group (IoTG). In this role, Raj leads marketing of Intel’s digital signage, intelligent vending and dispensing, interactive kiosk, interactive white board, intelligent shelves, Intel RCM and Intel AIM software services product and market segments. His organization is responsible for driving adoption of Intel’s visual retailing and digital signage platforms, as well as new initiatives to fuel the growth of the industry. Raj has had a multi-faceted career in engineering, marketing, business management and planning with director level responsibility at Intel. He currently represents Intel on the ICX Association advisory board.

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