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AMA Atlanta: February 2020 AMA Atlanta Keynote Luncheon

February 25 @ 11:00 am - 1:00 pm


February 2020 AMA Atlanta Keynote Luncheon: Managing the Customer Experience with Home Depot, Intercontinental Hotel Group, and Bank of America

Every company has lots of different ways a customer can engage with your brand. Warren Buffett said, “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” In today’s day and age of digital dominance, consumers are in control and the narrative they tell has the power to change and become a brand’s reality…sometimes in minutes. Research by American Express found 86% of customers are willing to pay more for a better experience. So much, in fact, a Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator. And those expectations of the experience are higher than they have ever been before. Hear from top brands on how they approach their customer experience strategy from having a clear vision of the ideal experience, understanding the journey, capturing real-time feedback, measuring performance, and continuing to innovate.

Sponsored By:

For the 3rd year, Hire Profile will be conducting resume reviews during the networking portion preceding the February Keynote Luncheon. Hire Profile is a staffing and recruiting firm based in Atlanta that connects marketing, communications and creative talent with full-time and contract positions at companies across the Southeast.

If you’d like one of their recruiters to review your resume and get you primed for 2020, please click here to book an appointment! Reviews will be a max 10 minutes each and please be prepared with 2 printed copies of your resume.


11:00am – 11:50am New Member Orientation & Hire Profile Resume Review (optional)

11:00am – 11:50am Networking/Registration

11:50am – 1:00pm Lunch and Presentation


Crystal Surrency, VP, Global Strategy, Fullscreen Media (Moderator)
Crystal is a seasoned strategy professional who drives business value for her clients through transformative digital solutions. Crystal’s diverse client experience has accelerated the development of deep expertise in insight creation, multichannel strategy development, business case development, and cross-disciplinary team leadership. Crystal is known for her unmatched work ethic and her dynamic presence in a room. She is a visionary leader with a proven track record leading large-scale digital strategy efforts. Currently, Crystal is a national leader for strategy at Fullscreen.

Ben Daniel, Manager, CRM Analytics, The Home Depot

Ben Daniel is a Manager of CRM Analytics on the Marketing Analytics team of The Home Depot. His work on this team concentrates on data science enabling predictive analytics and customer segmentation for optimizing marketing campaigns. His prior work includes retail price management at The Home Depot and consulting in pricing and revenue management across various service industries with JDA Software.
He holds both a BBA and an MBA from The University of Georgia.

Eric Lent, SVP, Global Marketing, Upscale Brands at InterContinental Hotels Group (IHG®)

Eric Lent is Senior Vice President, Global Marketing, Upscale Brands at InterContinental Hotels Group (IHG) As a key senior leader, Eric is part of the core team that runs the marketing function globally. He is also on the Regional Leadership team for the Americas. Eric has strategic and tactical responsibility for the development and delivery of overall category, business and marketing performance, brand and commercial strategy, guest experience, food & beverage, innovation, design, and marketing communications for IHG’s upscale hotel portfolio.

Before joining IHG, he served as SVP, Chief Marketing & Consumer Technology Officer at Herschend Family Entertainment Corporation (HFE), where he was responsible for all aspects of marketing operations nationally, as well as an EVP for the Harlem Globetrotters.

Previously, Eric spent over seven years with The Hershey Company in various marketing and general management roles. Prior to The Hershey Company, Eric served as a director with Eastman Kodak and brand manager at S.C. Johnson. Eric has a strong track record with global brands and has won numerous awards for effective marketing and advertising, including multiple Effie Awards.

VIP in Maheshwar, Sr Manager, User Experience Design Strategy, Bank of America

Visitor/Parking Instructions: Maggiano’s has a parking garage which is complimentary. It is located in the back of the restaurant. When you enter you will get a ticket and Maggiano’s concierge will provide a voucher to you. Please note when parking in the garage you MUST use the stairs and elevators on the south side (to your right if you are in the garage looking out towards Maggiano’s) in order to access the correct exit to enter the venue. Valet parking is also available for lunch at $2 per car.

Cancellation Policy: Due to pre-registration costs and guarantees, refunds or credits are not extended for this event. However, registrations are transferable. On the day of the event, the substitute attendee must present a copy of the registration receipt or e-mail verification to be admitted to the event.


February 25
11:00 am - 1:00 pm
Event Categories:


AMA Atlanta


Maggiano’s Buckhead
3368 Peachtree Road, NE
Atlanta, GA 30326 United States
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