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ICCFA U Online:
College of Hospitality & Customer Experience

Has Covid-19 Changed Your Customer Experience Roadmap?

The best laid plans of many funeral homes and cemeteries were thrown out the window this year as the coronavirus upended everything, including the ICCFA University, seemingly overnight. The way we serve families changed. The way we schedule funerals changed. The way we have burials changed. But did that mean our Customer Experience Roadmap had to change?

John Bolton and Lori Salberg will breakdown how the new normal has affected the Customer Experience. We will examine how our environment has changed as it relates to the consumer, how our communication has evolved and how that affects CX, and how CX impacts the new normal as we continue our search for new customers.

Meet the Speakers

John Bolton, CCE, CCrE, CSE, CXE

John Bolton, CCE, CCrE, CSE, CXE

John Bolton is president of Blackstone Cemetery Development Company, which specializes in the planning, development, construction, and marketing of cremation garden areas and digital cemetery mapping.  John also serves as the Chairman of the ICCFA Sales & Marketing Committee.

Lori Salberg, CSE, CXE

Lori Salberg, CSE, CXE

Lori Salberg is a sales and operations leader specializing in identifying growth opportunities for cemeteries and funeral homes. She is considered a thought leader with insights on national trends and has spent the past two years studying how the customer experience impacts the bottom line.  As director of technology at Johnson Consulting Group, Lori customizes business solutions that widen market share, increase profitability, and enhance employee engagement. Lori serves as Chair of the ICCFA Membership Committee. She also serves as a member of the ICCFA Sales and Marketing Committee, the Catholic Cemetery Conference marketing and PR committee, and the new NYSAC publications committee.