The Serena Dinner

An exclusive dinner discussion for senior executives of prominent firms in New York

Supported by [24], The Serena Dinner Discussion was set up to offer a relaxed and intimate forum for CX leaders across prominent firms in New York City to discuss, debate and share challenges faced in automating customer interactions.

Discussions were very much inclusive and involving all the wealth of experience from the senior peers in the room. Attendance was by invitation only.

You can find some pictures and videos from past events on our Instagram: All discussion abide strictly by Chatham House Rules.

This is the sixth event in a dinner discussion series. Previous events were held in Sydney, MelbourneSingaporeWashington and London. You can see an overview of the discussion and the attendees by clicking on the respective links.

CX leaders of prominent firms in New York City

Attendance was by invitation only and is free for those invited.

Automating customer interactions: hype or hope?

Creating a personalized service and delivering a seamless customer experience over multiple channels is something that consumers expect.

Chatbots are becoming very instrumental in this system. By having a bot that can follow conversations, searches, and preferences of a specific customer, a company can deepen relationships and facilitate transactions.

We discussed:

  • Are automated customer interactions improving customer experience?
  • What are the best examples of companies that are doing customer support really well?
  • What are the best ways to measure customer satisfaction today?

6:30 pm: Arrival and drinks reception
7:00 pm: Welcoming and opening address

7:10 pm: Discussion instigated by the moderator and continued by the group
8:10 pm: Dinner served as the discussion is brought to a close
9:00 pm: Change of seats before dessert

Benoit New York

60 West 55th Street, New York, NY 10019

Tuesday, 19th of June 2018

Benoit Restaurant, New York City

Attended by:

Director – Strategy, Marketing & Operations at Verizon

Director, eCommerce Strategy at Walmart

Chief Experience Officer at Willis Towers Watson

Managing Director at Eventus Solutions Group

SVP – CIO, Hearst Technology at Hearst

SVP Infrastructure & Cloud Adoption at Hearst

Head Of Risk Management, US Marketing at HSBC

Senior Director – CX in Technology & Product at Comcast

VP Head of Digital Customer Experience at JPMorgan

Director of Product Management & User Experience at William Sonoma, Inc.

Vice President Global CRM – Patient, Retail Optical and Sun at Luxottica

VP, Marketing at New York Life Insurance Company

Corporate VP, Marketing at New York Life Insurance Company

General Manager, Customer Service at Staples

SVP, Customer Service & Operations at Goldman Sachs

Director, Global Digital Partnerships at Mastercard

Senior Director of Engineering at Go Daddy

Head of Core & Cloud, CTO, Customer Unit at Ericsson

Managing Director – Strategic Partnerships at Liberty Mutual

Director of Technology, Big Data Analytics at Ericsson

Founder and CEO at Customerville

Hosted by:

OrtusClubThe Serena Dinner