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2. Social Media Today presents:
What's the ROI of Empathy? How to Grow By
Understanding Your Customer
Brought to you by
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3. How to Participate
• Submit your questions in the GotoWebinar presentation
window
• Follow along and share your thoughts on Twitter at
#allthingsc
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4. About the Moderator
Emily Yellin is a journalist, author and consultant. Her most
recent book, Your Call Is (Not That) Important to Us -- Customer
Service and What It Reveals About Our World and Our Lives,
was published by Simon & Schuster. Currently, Emily is a
consultant with Peppercomm, a strategic communications firm
in New York. She also regularly speaks at conferences and in the
news media about customer service, marketing, social media
and journalism, and is on the advisory board for
TheSocialCustomer.com. Emily was a longtime contributor to
The New York Times, and has written for Time, The Washington
Post, The International Herald Tribune, Newsweek, Smithsonian
Magazine, and other publications. She has lived in New York
City, Chicago, Los Angeles, and London, but is currently based in
Memphis. Website: www.emilyyellin.com Twitter: @eyellin
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5. Our Speakers
Parrish Arturi is the Senior Vice President, Customer Experience for Fidelity Personal and
Workplace Investing (PWI), a unit of Fidelity Investments. He leads the development and
execution of the strategy, programs and functions designed to drive customer loyalty and
satisfaction across channels, segments and products in pursuit of Fidelity’s vision of delivering
the best customer experience in the financial services industry. Prior to this role, Parrish was
SVP, Internet and Mobile Channels for PWI. His responsibilities included digital strategy,
experience and management of PWI’s online, mobile and desktop channels.
Tim Kieschnick is the Executive Consultant Marketing & Internet Services at Kaiser
Permanente. Tim has spent over 20 years developing, implementing, and evaluating
programs that put technology-based tools into the hands of health care consumers and
purchasers. He formed the initial vision for Kaiser Permanente’s Internet presence in 1992
and has been a driving force behind My Health Manager, Kaiser Permanente’s industry-
leading personal health record.Tim has managed strategy, user experience, web analytics,
and product management. His current work focuses on the use of consumer technology for
emerging care delivery paradigms. Tim blogs at timiti.blogspot.com and tweets @timiti
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9. Thanks for Joining Us
• This webinar will be available on-demand at
www.SocialMediaToday.com. Stop by to
learn more and share your comments.
• Connect with our panelists on Social Media
Today using the search function:
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10. Join us next month for…
The Global Customer Experience
Getting It Right
http://socialmediatoday.com/global-customer-service-webinar
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