PW 2013 Video: Customer Experience Excellence Panel

Superior customer experience is a critical business differentiator. Hear from executives at award-winning companies about how they are leveraging process-based CRM to provide an excellent experience across the entire customer lifecycle, from marketing to sales and service, and earn the respect of their peers.

Moderator: Paul Greenberg, Managing Principal, The 56 Group, LLC


  • Ted Sak, Senior Director of Solutions, Telerx
  • William Krenz, Senior Vice President, OptumHealth
  • Dr. Rob Walker, Vice President, Pegasystems
  • Linda Marr, Assistant Vice President, Service Strategy, MassMutual Financial Group