Sessions and Events

2019 TMSA Logistics Marketing & Sales Conference

Home  |  Schedule  |  Sessions & Events  |  Hotel & Travel  |  Sponsor/Exhibit  Brochure  |  Register

6 Disciplines of a Powerful CX Strategy that Drive Business Results

Learn how David Gardner led Ingredion, a leading food supplier and manufacturer, in the vision for every employee's contribution to shape the Customer Experience. A company that fully meets a customer’s expectation will have less customer churn, achieve greater margins, and participate in more growth with their customers. Companies that excel in their customer experience strategy financially outperform their peers.

Gardner will walk through the six disciplines of a well-designed CX strategy including broadly communicating “the why”, sharing Voice of Customer, and rewarding great customer focused behaviors. He will present examples of how these principles can be applied in logistics. Gardner also will discuss how the principles of Customer Experience can transform the employee experience, leading to higher employee retention and a more engaged workforce.

About the Presenter: Dave Gardner recently accepted a position as Executive Vice President of Operations for Amy’s Kitchen, Inc. in Petaluma California. As one of the pioneers of the organic food industry, Amy’s produces over 250 different organic vegetarian meals, including frozen entrees, pizzas, soups, candy and more. Amy’s products are sold in over 30 countries around the world. In this new role Dave is responsible for all manufacturing and supply chain functions including sourcing, planning, transportation, and distribution.

Previously Dave led Supply Chain and Manufacturing operations for Ingredion, a Chicago area Fortune 500 company that produces ingredients for the food industry. In his role as Vice President North America Supply Chain & Customer Experience, he led raw material sourcing, ag-product sales, energy supply, commodity hedging, logistics, planning, and customer service. During his tenure he helped integrate 4 companies, implemented a Customer Experience strategy, and delivered improvements in productivity and cost, all contributing to record profits for the business.