Becky Carroll’s background and professional achievements in the technology, customer experience and customer service industries have positioned her as a perfectly-poised content expert for today’s dynamic and evolving arenas of social media, integrated marketing, relationship strength and loyalty.

She has considerable functional expertise in executive-level customer strategy, sales and marketing, business processes, and cultural transformation contexts. Her worldwide vertical industry expertise includes the high-technology, telecommunications, automotive, entertainment and CPG sectors.

Projects led by Becky’s talent and insight have included deliverables which routinely encompassed customer strategy and experience planning, integrated marketing, contact center and touchpoint strategy, customer needs and insight, and customer metrics.

Speaking Summary

Becky is an accomplished international speaker and is adept in a comprehensive range of presentation formats, including keynotes, panel discussions, interactive workshops, live broadcasts, training classes, and webinars. Becky has been a consistent and welcome presence at marketing conferences, customer service conferences, vendor road-shows, professional association and corporate meetings, most of which cut across a broad swath of enterprise profiles.

As one of the most frequently requested members of our 1to1 Faculty network of subject matter experts, Becky has presented on behalf of organizations and global brands such as the Direct Marketing Association, the Association of Interactive Marketers, Sage Software, Microsoft Business Solutions, and Cisco Systems.

She has also delivered several successful webcast presentations for RightNow Technologies, iPhrase, LivePerson, and Tech Target. Becky has facilitated highly-rated pre-conference workshops for CMP’s Call Center Conference series. Her upbeat and effervescent delivery is backed by solid experience and a passion for the customer-centric concepts and processes she knows so well.

Additionally, Becky’s insight and expertise has been applied as a judge for several professional awards programs, including the Association of Support Professionals Top 10 Websites Awards, the Service and Support Professionals Innovator Awards, San Diego American Marketing Association’s Marketer of the Year Awards, the MI:6 Video Game Marketing Awards, and the Web Marketing Association’s Web Awards.

Corporate Biography

Becky’s many capabilities assist her clients to grow their business through directly improving customer conversations and experience. Her client roster includes several Fortune 100 companies such as Electronic Arts, Hewlett Packard, Fujitsu, and Ford Motor Company. Projects have included customer strategy, social media strategy, blog marketing, customer service and support, customer needs and insight, customer experience and mystery shopping, as well as business and technology process improvements.

Becky can be found on the TweetDeck of Twitter nearly 24/7. She is the author of the business blog Customers Rock! (www.customersrock.wordpress.com ), listed among the Top 25 Marketing blogs, as well as the blog Teaching Social Media (found at www.teachingsocialmedia.blogspot.com ). She is a contributing author on the business books Age of Conversation and Age of Conversation 2. She is a regular personality on the Big Biz Show, a nationally-syndicated radio program, discussing topics related to marketing and customer service. Becky teaches the “Marketing via New Media” class at UC San Diego Extension and also sits on the advisory board for a San Diego-based media and technology start-up company.

Prior to Peppers & Rogers Group, Becky worked at Hewlett Packard for 14 years, capping her tenure as Director of Marketing for the UK and Ireland. She began her career at the NASA/Ames Research Center. Becky holds a BS in Electrical Engineering and Computer Science from UC Berkeley, and an MBA in Marketing Management from California State University.