Jennifer Zamora’s 20-year career with Dow includes a variety of customer service, financial and marketing management roles, including assignments in Michigan and Dubai, United Arab Emirates. In her current role, Jennifer is accountable for establishing and deploying the long-term CX strategy and disciplines, which includes implementing the customer listening process, institutionalizing a Customer-Centric culture across Dow and defining and implementing Dow’s transformative customer distinction model and journey mapping practices. Along with ensuring alignment and collaboration between the EX and CX practices in Dow.
Jennifer joined Dow in 2000 with the Customer Service group. In 2002, she was named Financial and Pricing Analyst in the Thermosets business. She then went on to join the Performance Fluids and Chelants businesses in 2005 where she held multiple roles in Marketing and Product Management. In 2010, she accepted an International Assignment in Dubai as the Middle East & Africa Market Development Manager for Dow Oil & Gas. In 2011, Jennifer returned to Midland for a new role in the Business Services Group as a Global Service Manager where she supported Dow’s transformational efforts in Marketing and Sales. In 2013, Jennifer accepted a role as the Customer Service Global Change Leader where she helped to redefine the long-term strategy for Customer Service including digital commerce. In 2015, she began a role in Global Commercial Discipline as the Director of Commercial Technologies. In this role she was responsible for setting and deploying the Technology Strategy that enables the Commercial Function. In November 2017, Jennifer accepted her current role as the Senior Director of Customer Experience (CX) for Dow and added Employee Experience in 2018.
Day 1: Sep 21, 2021
PANEL: JOURNEY MAPPING
Map the Customer Journey for a Superior CX Digital Transformation
You’ve heard about customer journey maps, but what value can they provide for your business? Master customer journey mapping and how to measure its ROI. Leave with the skills and toolkit you need to:
- Exploit the art of journey mapping to inform your digital transformation.
- Strategically plan and innovate your multi-channel experiences.
- Exceed your customers’ expectations of your product and brand.
Utilize journey mapping to pave the way for your CX digital transformation
Day 2: Sep 22, 2021