Banafsheh Ghassemi teaches about how the American Red Cross delivers unique customer experiences based on the signals we leave behind as we interact online. She is the VP of Marketing, CRM, Customer Experience & Marketing Excellence at the American Red Cross. She established the first customer experience organization at the Red Cross and lead the design and implementation of enterprise-wide CE and eCRM strategies. The American Red Cross is largest non-governmental humanitarian and disaster relief organization in the United States.