• March 16, 2011

Guru of all things auto J.D. Power and Associates president Finbarr O'Neill will be on a panel discussion focused on "Best Practices in B2B Customer Experience Excellence" at The Conference Board's Customer Experience Leadership Conference on March 23 and 24 in New York.

The panel, which takes place at the New York InterContinental Barclay Hotel, will examine the essential elements of building and measuring customer satisfaction, best practices in improving the customer experience and using them to improve profitability.  J.D. Power just completed its most recent customer service study. O'Neill will show examples across various industries and discuss the importance of applying these practices in satisfying B2B customers.

Other presenters include Southwest Airlines' SVP of customer services, Teresa Laraba, who will talk about how that airline manages to stay on the top of the heap in customer service. O'Neill has dealt with it from both sides of the fence: he has been CEO of U.S. operations at automakers Hyundai and Mitsubishi, and at dealership technology firm Reynolds & Reynolds.