Lisa Loftis of SAS (formerly of Baseline Consulting Group) is a Customer Relationship Management (CRM), Customer Experience Management (CEM), and Business Intelligence (BI) expert with 25 years of experience in assisting organizations to adopt a customer focus. Ms. Loftis has worked with numerous large organizations in North America, South America, Europe, and the United Kingdom on all aspects of successful CRM, CEM and BI. She specializes in combining the technology necessary to support true CRM, CEM, and BI business strategies with the organizational structures, executive leadership, and cultural factors required to migrate an organization toward effective implementation of the enterprise strategies. Ms. Loftis has a strong background in the application of CRM, CEM, BI, data governance, marketing automation and optimization, and data quality principles and cross-functional business strategies in the Banking, Investment, Insurance, Telecommunications, Retail, Utilities, Entertainment, Manufacturing and Distribution, Health Care and Automotive Roadside Assistance industries. Lisa speaks frequently at national and international conferences, and has co-authored the book Building the Customer-Centric Enterprise, (John Wiley & Sons, 2001). Ms. Loftis can be reached at. [email protected]