Today’s interview is with Tom Libretto, Senior Vice President and Chief Marketing Officer at Pega. I caught up with Tom at Pega’s recent customer event, Pegaworld, in Las Vegas and we grabbed a few minutes to talk about Pega’s recent research report: 2019 global customer service insights: The good, the bad, and the ugly, what they found out and what lessons organisations should be learning and what they should be doing differently.
This interview follows on from my recent interview – C+/B- is the grade the customer experience industry currently deserves – Interview with Bruce Temkin – and is number 305 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here’s the highlights of my chat with Tom:
Tom Libretto is Chief Marketing Officer and Senior Vice President, responsible for global marketing initiatives and functions, including brand, advertising, digital marketing, product marketing, industry marketing, demand generation, corporate communications, customer engagement, social media, events, and marketing operations.
Tom has more than 20 years of marketing leadership experience in global technology organizations including Lotus, IBM, Nokia, and most recently as managing director, global head of digital experience at JPMorgan Chase (JPMC), the largest bank in the US. His multi-disciplinary background includes B2B and B2C marketing and sales experience as well as product management, corporate strategy, and business development roles.
While at JPMC, Tom was responsible for defining and executing digital transformation initiatives for the firm, directing digital marketing, social media, brand activation, email marketing, marketing automation, CRM/Business Intelligence, web, mobile, sales enablement, and marketing operations. Previously, as Global VP, digital marketing and CRM at Nokia, Tom drove worldwide digital, CRM, social, and “always-on” marketing activities. Earlier in his career, Tom held several marketing and sales positions at IBM and Lotus.
Tom is a graduate of the College of the Holy Cross, where he earned his undergraduate degree in economics. He is a frequent presenter at industry conferences and events such as the World Federation of Advertisers (WFA), Association of National Advertisers (ANA), Web Marketing Association (WMA), Mobile Marketing Association (MMA), and SXSW.
Find out more about Pega at www.pega.com, check out their new research report: 2019 global customer service insights: The good, the bad, and the ugly, say Hi to them on Twitter @pega and feel free to connect with Tom on LinkedIn here.