Neff Hudson – The REAL Reason that Dinosaurs Became Extinct
The REAL Reason that Dinosaurs Became Extinct: Lessons learned from my journey as a customer experience advocate in the publishing, financial services and technology industries. And how your company can avoid becoming one of the casualties.
PRESENTATION SLIDES ARE HERE: The REAL Reason Why Dinosaurs Became Extinct
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Neff Hudson is assistant vice president of the Member Experience Management team at USAA, a Fortune 200 financial services association that serves U.S. military people and their families. He leads a team of business strategists, user experience architects and interaction designers in developing cross-channel experience treatments that consistently exceed customer expectations. Hudson joined USAA in 1999 to work on its then-fledgling web site, usaa.com. During his tenure, the site has grown to handle 478 million interactions – about 70 percent of all member activity – with a 95 percent customer satisfaction rating. His current focus is ensuring quality across all customer touchpoints, including social media, call center, IVR, web, mobile and face-to-face.
Prior to joining USAA, Hudson worked for 12 years as a reporter, editor and executive in the news industry. His first exposure to the transformational power of new media occured in 1992 when he started using a CompuServe account to exchange email with sources. He helped build Military City Online on America Online in 1994 and later served as general manager of militarycity.com until 1999. Among his memorable reporting experiences are surviving an assault landing in a C-130 transport plane and having his sleeve torn off by a police dog, thankfully not on the same day. He holds a bachelor’s degree in journalism from the University of Maryland.
Hudson lives in San Antonio with his wife, two daughters and a variety of wildlife.
March 22nd, 2010 at 4:15 pm
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