President and Principal Consultant
Business Systems Architects Inc.
Presentation Description:The customer experience changes throughout the relationship that begins with the first hello. It evolves, matures, and gains momentum through subtle or dramatic events that require a management program versus a disruptive, reactive, and ultimately unfulfilling experience for both parties. Knowing what your customer really wants is not the first step, but the first of many! ISO 9001:2015 provides guidance on integrating customer satisfaction with your quality management system. Blend your knowledge of customer expectations with the new requirements for better results.
Biography: Paul Palmes is president and principal consultant with Business Systems Architects Inc. in Fargo, ND, and Prescott, WI. He is head of the delegation for subcommittee 1 (SC1) within the U.S. technical advisory group (TAG) to technical committee (TC) 176 and chairman of international TC 176, SC 1, responsible for the revision of ISO 9000. He has been a member of the U.S. TAG to ISO TC 176 since 1996 and has held positions as vice chair and membership chair, U.S. TAG representative and international TC 176 liaison to the International Accreditation Forum (IAF), co-chair of the IAF’s ISO 9000 advisory group, member of the Auditing Practices Group and the Accreditation Council of the ANSI/ASQ National Accreditation Board. He has also represented ANSI as lead delegate and working group secretary in the development of international guidance standard, ISO 10014:2006—Quality management: Guidelines for realizing financial and economic benefits. Palmes also has authored two books: Process Driven Comprehensive Auditing (ASQ Quality Press, 2009) and The Magic of Self-Directed Work Teams (ASQ Quality Press, 2006). He is an ASQ Certified Manager of Quality/Organizational Excellence (CMQ/OE) and BSI Certified Lead Auditor, and has a master’s degree in administration from Gonzaga University in Spokane, WA.
Curtis (Curt) Hill
Vice President, Customer and Partner Assurance
Cisco Systems, Inc.
Presentation Description: Within the next five years, customer experience will overtake traditional product features and quality as the primary driver of customer purchasing and loyalty. If your company hasn’t already put the customer at the center of your culture, you risk losing relevance. By adopting an outside-in perspective and a customer-centric approach to innovation and operational rigor, you will maintain your competitive position, improve customer satisfaction and loyalty, and grow your business
Biography: Curt is vice president of customer and partner assurance (CPA) for Cisco. He leads a team that advocates on behalf of customers and partners to help the company deliver an optimal experience that compels them to choose Cisco. CPA identifies and resolves a broad range of individual and systemic issues and shares its learnings across Cisco and the industry to predict and prevent recurring issues in product and software quality. The organization is also responsible for customer listening, compliance and certifications, customer data protection, and multiple initiatives to simplify doing business with Cisco.
In 2013, Cisco received the Technology Services Industry Association Star Award (for Enabling Customer Success) and the Temkin Group Customer Experience Excellence Award for the work done under Hill’s leadership. He is an active participant in inclusion and collaboration initiatives within Cisco and in the industry. He is a member of the National Center for Women & Information Technology (NCWIT) Workforce Alliance program and has provided job shadowing opportunities through the Connected Women in Technology program.
Hill joined Cisco in 1995 as a customer support engineer and went on to lead teams that launched new support models and introduced new services for Cisco’s global service provider and enterprise customers. He led the High-Touch Technical Support organization and Cisco’s Latin America and Japan support delivery theaters.
Before joining Cisco, he held positions with Hewlett-Packard, Novell, and AT&T. Hill has a bachelor’s degree in business and a master’s degree in computer science, and has earned his CCIE certification.