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2020 Customer Experience Conference

Excellence Personified

March 25, 2020 – March 27, 2020
InterContinental Hotel New Orleans, New Orleans, LA
  • Horst Schulze

    Founding President and COO
    As founding president and COO of Ritz-Carlton, Horst Schulze established a new standard of excellence in his industry. Schulze revolutionized the hotel industry, creating one of the most recognizable international brands, forever altering the very nature of customer service by creating a culture of “ladies and gentlemen serving ladies and gentlemen.” A charismatic leader and entrepreneur with an intimate understanding of market demands, he created a legion of loyal customers by raising the bar for customer service expectations to previously unimagined levels. Schulze himself was named “Corporate Hotelier of the World” by HOTELS magazine and was awarded the Ishikawa Medal for his contributions to the quality movement. Today, Mr. Schulze serves on various boards and acts as a consultant across industries. He recently published his seminal book called Excellence Wins.
  • Colin Shaw

    Founder & CEO
    Beyond Philosophy
    Colin Shaw is Founder & CEO of Beyond Philosophy, one of the world’s leading Customer Experience consultancy & training companies. Prior to launching Beyond Philosophy, Colin held a number of senior executive positions in Xerox, Mars and British Telecom (BT). He was ultimately appointed Senior Vice President of Customer Experience, where he led a team of 3,500 employees worldwide. Colin founded Beyond Philosophy in 2002, before most people had heard of Customer Experience. Under Colin’s leadership, Beyond Philosophy has undertaken many Customer Experience initiatives with some of the world’s biggest companies, including American Express, FedEx, Maersk Line, Aflac, Aviva, T-Mobile, and IBM. LinkedIn pronounced Colin as one of the top 150 business influencers worldwide. Brand Quarterly readers voted him one of the ‘top 50 Marketing Thought Leaders over 50’ for the last 2 years in a row.
  • José S. Suquet

    Chairman of the Board, President and CEO
    Pan-American Life Insurance Group
    José joined Pan-American Life in November 2004 and has led the organization to record growth and success thanks to an initial restructuring of the Group’s operations; a renewed and strategic focus on life, accident and health insurance solutions; and a combination of organic growth and strategic mergers and acquisitions. Prior to joining Pan-American Life, José held senior management posts in the insurance industry for more than three decades, including serving as senior executive vice president and chief distribution officer of AXA Financial. He also opened “The Suquet Agency” which was among the sales and marketing leaders of The Equitable. José is currently serving on the Boards of Directors of The Idea Village; Regions Financial Corporation; the American Council of Life Insurer’s (ACLI); and the Ochsner Health System.