B2B Online

May 08 - 10, 2017

Chicago Renaissance Downtown

Contact Us: 888-482-6012

 Annie Scopel
Annie Scopel Director, North American Customer Service Thule, Inc.

Annie Scopel oversees all Customer Service activities forthe Thule Group in North America. She is a results-oriented manager with adiverse background in personnel and project management, customer service anddigital innovation and progress. She increased Thule Inc. customer satisfactionratings from 60% to 90% within 1 year as Customer Service Director. Annieadapted to 86% growth in customer touches in 6 years by improving efficiencyand technology with minimal head count expansion. She managed and launched abrand new B2B platform in US and Canada and tripled adoption within 6 months.

Linkedin: http://www.linkedin.com/pub/annie-scopel/9/74b/630

Day Three: Retention & The Customer Journey

1:50 PM Case Study: How Thule is Digitizing the Customer Experience

Annie will speak about how Thule improved their customer experience by listening to the customer in order to develop a solid B2B strategy. You’ll learn about the following Thule takeaways:

•         Addressing the challenges of meeting customer needs in a digital world
•         Devising a strategy for an overall better B2B experience 
•         Lessons learned along the way and how those lessons can be used going forward
•         Understanding the results and where to go from there