Customer Experience Management and the Cloud WEBINAR


At the HDI 2015 Conference and Expo in Las Vegas, I discussed CEM and the cloud and managing the risks and challenges of moving into the cloud. The topic is a bit of departure from my traditional areas of specialty. However, organizations need to understand how moving to the cloud impacts the complete view of the customer experience and must be managed across different platforms and service providers.

CEM and the cloud is a topic worthy of further investigation and research. Hopefully, in the next few years, I can spend the time to identify other trends and practices to share.

Topic Overview

Customer Experience and the Cloud: Managing the Experience, Risks, and Challenges

As organizations move more and more of their IT services into the cloud, what will be the impact on managing the customer experience? How does cloud computing impact our ability to capture the knowledge required to understand the end-to-end experience? This session looks at the integration of cloud computing, knowledge management, and customer experience management, identifying several benefits, risks, and critical success factors.

About the Author:

Julie is a dynamic, engaging change agent who brings authenticity, integrity, and passion to practitioners worldwide. Through her books, articles, speaking, consulting, and teaching — her purpose is to spark change in the world with thought-provoking dialog and interaction. Julie has a B.S. degree in computer science from The Ohio State University, a MaED from the University of Phoenix, and is currently pursuing her Ph.D. in Management and Organizational Leadership in Information Systems & Technology from the University of Phoenix. She is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional.

Julie captivates audiences at conferences worldwide on topics of authentic leadership, business strategy, knowledge management, organizational culture, and innovation.

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