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The Customer is Queen: Make Sure Their Experience Propels Your Business

  • 16 Jun 2022
  • 4:00 PM - 6:30 PM (CST)
  • 30 S Wacker Dr Ste. 3300, Chicago, IL 60606


Registration is closed

The Customer is Queen:
Make Their Experience
Propel Your Business

Thursday, June 16th, 4:00 - 6:30PM CST

RSM Offices

30 S Wacker Dr, Suite 3300, Chicago, IL 60606

Heavy appetizers, wine & soft drinks will be served!
Find parking options and rates here.

One viral social media post can make or break a company. That’s why delivering a superior customer experience is vital to improve and expand your business. Sure, frontline workers, salespeople, and customer service reps interact directly with customers daily.  Yet, every business leader has a role in customer experience.

At this lively and insightful session, find out how to ensure customers leave 5-star ratings, send referrals, and increase their spending with you.

Our experienced panel of business leaders will discuss the following:

  • How do organizations map the customer journey and to refine it, so that it's not static
  • Emerging business focus and mature business - The journey and lessons learned
  • How can you efficiently gather and analyze customer feedback to enact change in your organization?
  • How much can you expect your business to grow once you’ve placed a heavy focus on customer experience, and how should you manage that growth?
  • What are leading companies doing today to raise the bar on how they treat customers?
  • What strategic alliances are vital to success?
  • How can women in customer service leadership roles (Chief Customer Officers, for example) empower others?

This event will also help support, Leader Dogs for the Blind. Leader Dog is the answer for thousands of people in critical need of our services. Because we believe every person deserves equal opportunity for independent travel, all of our services are provided at no cost, covering expenses for training, room, and board, and travel to our campus from anywhere in North America.

Moderated by:

Robin Gareiss

Metrigy Corp

Robin Gareiss is CEO and Principal Analyst at Metrigy, where she oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers.

Robin has advised hundreds of senior IT executives, ranging in size from Fortune 100 to Fortune 1000, developing technology strategies and analyzing how they can transform their businesses. Over the past 25 years she's developed industry-leading, interactive cost models for some of the world’s largest enterprises and vendors.

Robin leads Metrigy’s Digital Transformation and Digital Customer Experience research. She also is a widely recognized expert in the communications field, with specialty areas of contact center, AI-enabled customer engagement, customer success analytics, and UCC. She is a highly sought speaker for conferences and trade shows, presenting at events including Enterprise Connect, ICMI, IDG’s FutureIT, Interop, Mobile Business Expo, and CeBit. She currently writes a blog for No Jitter.

Additional entrepreneurial experience includes co-founding and overseeing marketing and business development for The OnBoard Group, a water-purification and general contracting business in Illinois. Robin served as president and treasurer of Living Hope Lutheran Church, led youth mission trips, and ran successful fundraisers for children’s cancer research. She serves on the University of Illinois College of Media Advisory Council, as well.

Before starting Metrigy, Robin was President and Co-Founder of Nemertes Research. Prior to that, she shaped technology and business coverage as Senior News Editor of InformationWeek, a leading business-technology publication. She has a bachelor's degree in Journalism from the University of Illinois.

Meet the Speakers:

Karen Galivan

Partner, Tax Services

Karen has been in public practice since 1998 providing tax, accounting and consulting services to mid-sized businesses and closely-held corporations in various industries including consumer and industrial product manufacturing and distribution, private equity and other service industries. Karen assists her clients in federal, state and foreign tax compliance, planning, research and special projects such as accounting method changes. Karen works with a variety of middle market manufacturers and distributors delivering various services including:

  • Federal, state and foreign income tax planning and compliance
  • Assistance with corporate restructuring transactions including mergers, stock and asset sales
  • Accounting method changes and fixed asset studies to help clients comply with the Internal Revenue Service regulations and provide significant tax savings
  • Representing clients before the Internal Revenue Service and other government tax authorities

Karen is a local leader for the women’s employee network group, STAR, which develops a culture that sponsors and advances women at all stages of their careers.

Lori Danner

Senior Director
KPMG Global Audit Solutions Group

Lori currently serves as Senior Director, and the leader of the KPMG International Business Support and Operations organization for Global Audit. In this role, Lori is responsible for a team of Audit professionals located in countries all over the world, serving as the link between the Global Audit organization and the global member firm stakeholders responsible for local business support and operational efforts. 

Lori’s team is responsible for investigating and resolving engagement team challenges and questions as submitted by member firms across the applications and functionality developed by Global Audit. The objective of and measure of success is the ability to enable KPMG member firms to drive audit quality and innovation by successfully supporting applications and functionality in line with Global Audit’s strategic targets.

With more than 33 years of experience in Information Technology, and 22 of those years with KPMG, Lori has established herself as a seasoned professional with significant domestic and international experience in the technology and business support area. Her key contributions include developing and executing strategy as well as solving problems, implementing innovative approaches to business issues, and establishing information strategies to better manage, integrate, share, and present information to her customers. 

Lori believes strongly in mentoring, and during her tenure with KPMG has been recognized with the KPMG Chicago Metro local mentoring award for her tremendous work in successfully helping others to develop their skills and build their careers. She is also a member of KNOW (KPMG Network of Women).

Kristie ODonnell

Director, Solutions Engineering - CXone Customer Engagement Analytics & Enlighten - AI, Routing


Kristie ODonnell is a personalization-zealot, experience revolution change agent, strategic thought partner and mentor & coach that believes change is possible if you focus on people, process, and technology.

She has spent the large part of the last two decades contributing to the AI/Analytics field with a focus on customer experience and personality-based applications. As a results-driven IT innovation leader with a demonstrated ability to develop and apply information-driven analytic approaches she has worked to solve complex and ambiguous business problems within Fortune 500 organizations across industries. She has been instrumental in launching and leading new business divisions to fuel organizational growth and standardize operations designed to deliver measurable, sustainable, and progressive business results. Her strong passion around building teams, building leaders, and creating trusted Advisors has led to the creation of impactful change for organizations and their customers.

Kristie holds a Master of Business Administration (MBA) and a Master of Human Performance Improvement Technology (MAHPI) from Roosevelt University.

*** Check your calendars carefully! All event fees are non-refundable. ***

RSM Covid Policy for in-person events is as follows: all external attendees must be vaccinated against COVID-19 or have recently tested negative. RSM will not collect attendee vaccination/testing documentation but will ask each individual to confirm their vaccination/negative COVID status by completing an attestation form upon arrival

Thanks to our event sponsor:


C-Sweet is also sponsored by:



When Female Leaders Collaborate, We All Win!

When Female Leaders Collaborate, We All Win!

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