April 10-12, 2023
Grand Hyatt Tampa Bay | Tampa, FL
Fabiola Corvera-Stimeling
VP of Client Experience Northwestern MutualDr. Corvera-Stimeling has more than fifteen years of customer experience, customer retention, value co-creation, and service innovation. She has a proven track record and passion in helping Fortune 100 companies improving customer experience when challenged by lack of collaboration and internal silo structures.
As a Senior Director of Client Experience for Northwestern Mutual, she leads the purchase experience for risk and investment products. Before joining Northwestern Mutual, Dr. Corvera-Stimeling served as a Customer Experience Consultant at her own CX consulting firm, where she provided strategic direction to help companies transform complex service delivery models into seamless, simple, and sustainable customer experiences.
Dr. Corvera-Stimeling earned her Doctorate in Business from Georgia State University, and her research expertise is in customer experience, service innovation, and value co-creation. She also earned her Masters of Business Administration in Marketing from Illinois Institute of Technology, and her Bachelors of Science in Electronics and Communications Systems from Monterrey Institute of Technology.
Dr. Corvera-Stimeling is the author of Voiceless Customer: Why Customers Leave, a bestseller that gives you a look inside service organizations using a customer lens to understand why firms struggle to serve and retain their customers.
Fabiola is married to her husband, Doug, and lives in Milwaukee, WI.
Day 2 | Tuesday, April 11
4:30 PM BENCHMARKING SESSION | Design Solutions to a CX Problem
Too often, organizations mean well by creating customer experience and user experience & product design teams, but inadvertently keep these functions separate and ultimately limit their impact to the customer and the business. In this session, you’ll hear from leaders from these respective disciplines as we discuss where CX and UX is still maturing, and how to unlock value by closely coupling CX and UX. You’ll hear first-hand how to create inroads in your teams to uncover and share nuanced insights, how keeping responsibilities and expectations clear today prevents headaches later, and how co-creation and experimentation are tools in a shared toolbox of techniques both teams should draw from, not own individually.
Dr. Fabiola Covera-Stimeling, VP of Client Experience at Northwestern Mutual and author of “Voiceless Customer: Why Customers Leave” and her colleague Chris Avore, VP of Design at Northwestern Mutual and author of “Liftoff!: Practical Design Leadership to Elevate Your Team, Your Organization, and You”, will present their experiences—including the good and the bad—and answer questions to help you enable your customer experience and product design teams to thrive together.
Check out the incredible speaker line-up to see who will be joining Fabiola.
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